United Business Technologies Inc
United Business Technologies is hiring! We are seeking a qualified, dependable, and professional individual for position of Field Service Tech to join our team. Are you looking for an exciting new opportunity! Do you have a passion for solving client issues when it comes to VoIP, UCaaS, or IT. today and we’ll see if this is the fit for you. The ideal candidate will have a solid understanding of our products and services and has prior experience working in the technical field. This is an excellent opportunity for someone who is interested in becoming a part of a growing organization and developing their career in in IT / VoIP communications.

Major Goals :

• Assist in establishing and demonstrating best practice standards for telecom/VoIP/UCaaS technology, support procedures, and documentation.
• Maintain current product knowledge and always be learning new technology pertaining to business drivers and customer needs.
• Identify needs and implement solutions for problems/opportunities discovered in the end user community.
• Identify new sales opportunities within existing clients to improve system performance and client satisfaction.
• Provide primary support to customers on a variety of issues by applying an understanding of telecommunication technology to resolve so that they recognize the value and service delivered.

Job Functions:

· Proactively support the vision and culture of United Business Technologies, Inc.

· Hold self and team accountable for strong results.

· Perform a variety of technical functions ranging from programming and telephone system set up, installation, deployment of additional technologies, training and troubleshooting.

· Respond timely (at a minimum one hour during normal business hours) to incoming phone calls, text and email requests for technical support.

· Display empathy to the client while following department guidelines for assessing impact and urgency to determine priority status.

· Provide first-class client service and consistently provide timely follow up on customer commitments.

· Via telephone, remote access and onsite, provide support and troubleshooting to resolve technical problems.

· Identify necessary resources needed to develop and implement solutions for problems/opportunities discovered in the end user community.

· When applicable, coordinate or perform facility preparation (i.e.: electrical, space requirements, etc.) needed prior to install of new system.

· Schedule call-flow meeting with customer to define how system will operate (call flows, call handling, system features and functionality, etc.).

· Coordinate and receive order to ensure complete order received

· Inspect and set up new equipment for installation.

· Perform quality assurance checks on new and used equipment.

· Coordinate and schedule customer installs.

· Travel onsite to support and install telephone systems.

· Train new users on equipment.

· Complete complex customer service calls and serve as back up to service technicians as staffing levels demand.

· May be called upon to assist in creation of written documentation for client’s reference and as a “leave behind” or “How To”. Gain appropriate approvals for client-facing materials.

· May be called upon to perform installation and provide advancedtechnical support and configuration of:

o Line of Business Applications

o Routers, switches, SDWan appliances and operating systems

o Desktop or server support activities

o VoIP application platforms

· Interact with third party vendors (i.e. Collabrance, Mediacom, ImOn).

· Establish alerts and notifications within RMM and address advanced issues.

· Adhere to configurations and document disaster recovery solutions.

· Support customized products that are not part of standard UBT product stack.

· Identify new sales opportunities within existing clients to improve system performance and client satisfaction.

· Promotes team cohesion between sales and service.

· Desire and willingness to mentor junior team members.

· Correctly document client solutions with correct and appropriate detail within ticketing system, accurately log time and close out ticket orders within 24 hours of work performed.

· Perform system documentation maintenance and review.

· Help create, maintain and review implementation and support procedures needed for effectively providing services and solutions.

· Use Remotely Manage and Monitor (RMM) system to interact with client and client environment.

· Track and monitor IT technical problems to ensure timely resolutions to client issues.

· Effectively communicate technical information in non-technical terms.

· Independently identify issues and implement solutions.

· Methodically troubleshoot and implement solutions to complex problems.

· Prioritize and complete tasks to meet client SLA’s.

· When necessary, promptly escalate client call/email to appropriate response level.

· Desire and willingness to continue to develop technical skills.

· Attend manufacturer schools for certification to maintain manufacturers’ certifications when required.

Job Type: Full-time

Pay: $21.00 - $32.70 per hour

Schedule:

• 8 hour shift
• On call
• Overtime

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Cedar Rapids, IA 52405: Reliably commute or planning to relocate before starting work (Required)

Willingness to travel:

• 50% (Required)

Work Location: Hybrid remote in Cedar Rapids, IA 52405

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