Job Summary
The primary focus of this role is to manage and enhance the functionality of RingCentral or similar enterprise cloud telephony systems. This includes overseeing call routing, ensuring efficient provisioning, resolving incidents, maintaining thorough documentation, and implementing controlled changes. The position entails taking ownership of complex technical issues while guaranteeing the reliability of production platforms, all while actively supporting clinic projects in collaboration with teams across networking, identity management, cybersecurity, and various other IT systems.
Responsibilities
- Administer and optimize enterprise cloud telephony services.
- Oversee call routing and provisioning processes.
- Resolve incidents related to telephony services.
- Maintain comprehensive documentation of all processes and changes.
- Manage advanced technical challenges and ensure production platform reliability.
- Support clinic initiatives in collaboration with IT teams.
Qualifications
- A minimum of five years in help desk or customer support roles, with experience in multi-site and remote support.
- Hands-on experience in administering production business VoIP or cloud telephony systems.
- A high school diploma or GED is required; a bachelor’s degree in IT or a related discipline is preferred.
- Keen understanding of IT infrastructure and systems.
- Exceptional customer service and troubleshooting capabilities.
- Willingness to travel between 20% and 40% of the time.
