The Voice & Data Specialist is responsible for the maintenance and coordination of voice & data systems. This position is required to communicate with other internal departments and external entities regarding operation issues with relation to University billing, accounting and finance while adhering to all company policies and procedures.
Support the enterprise-wide network and communication devices used by customers on the network by defining problems, collecting data, and establishing facts to verify and perform modifications as necessary to phones, network switches, and IP systems.
Utilize appropriate diagnostic tools and resources to support specialists in the field and clarify work orders and customer issues to ensure efficient and accurate work.
Manage multiple customer requests and expectations simultaneously, balancing the needs of multiple customer stakeholders, while ensuring a successful and timely completion of all service requests, resolving any discrepancies that may occur.
Conduct audits on completed service requests and customer billings to ensure records accuracy; remedy all audit findings and reconcile any additional discrepancies/inaccuracies.
Utilize voice over Internet Protocol (i.e., VoIP) phone equipment knowledge to program and activate telephony features, voice trunking, and to ensure successful equipment interaction with peripherals.
Fulfill customer requests for moves, adds and changes (MACs) of voice and data services.
Maintain telemanagement database by updating accounting/ billing/ financial records within the telemanagement billing system as well as updating and maintenance of systems that provide oversight payment of external vendors and related verification, audit, and correction of charges, issuance of proper credits, records tracking, and oversight of services provided to students, departmental customers, and selected University shared tenants.
Educate customers and end users by providing product training such as voice and VOIP features on phones and functionality along with voice mail; this may be performed remotely or on site.
Interact and manipulate Network Communications Devices and generate and issue long distance codes and conference calls accounts for customers.
Collaborate with Space Management for location accuracy and utilize AutoCAD to track and document jacks that are added/removed from buildings.
Assist customers with determining appropriate voice and data service options and establish work orders in the tracking and billing system to initiate the process for activating, deactivating and moving service(s); sometimes involving an onsite visit with the customer.
Associate's degree in Computer Science, Information Technology, Computer Engineering, or a relevant degree and one (1) year of related experience; or a combination of relevant education and three (3) years of experience.
Has knowledge of commonly-used concepts, practices, and procedures within a particular field; contributes through performance of routine or repetitive activities and tasks.
Knowledge of commonly used concepts, practices, and procedures within a particular field; contributes through performance of routine or repetitive activities and tasks.
Intermediate Excel skills.
Strong, proven customer service, communications, organizational, and team skills.
Additional Qualifications Considered
Ability to work with minimum oversight in an environment of continual change as related to processes and organizational structure.
Demonstrates effective communication with diverse groups/individuals
The University of Cincinnati, as a multi-national and culturally diverse university, is committed to providing an inclusive, equitable and diverse place of learning and employment. As part of a complete job application you will be asked to include a Contribution to Diversity and Inclusion statement.
As a UC employee, and an employee of an Ohio public institution, if hired you will not contribute to the federal Social Security system, other than contributions to Medicare. Instead, UC employees have the option to contribute to a state retirement plan (OPERS, STRS) or an alternative retirement plan (ARP).
The University of Cincinnati is an Affirmative Action / Equal Opportunity Employer / Minority / Female / Disability / Veteran.
SF:LJN (OMJ) SF:RM SF:HED, SF:INS SF:HERC SF:DIV
Internal Number: 60581-en_US
About University of Cincinnati
HISTORY IN BRIEF - The University of Cincinnati is a public urban serving research institution that was founded in 1819 and today is one of the country’s largest universities offering more than 350 academic programs to more than 44,000 students. UC has many top ranked programs in areas such as Music and Arts, Medical and Human-Services, Criminal Justice and more. Located in an urban setting, UC is close to the heart of Cincinnati and allows easy access for students to enjoy all that the city offers. UC is also the alma mater of many notables such as President William Howard Taft; Albert Sabin, developer of the oral polio vaccine; Astronaut Neil Armstrong and Mary Weinberg, 2008 Olympic gold medalist. UC is classified as a Research University (Very High Research Activity) by the Carnegie Commission and is ranked as one of America’s top 35 public research universities by the National Science Foundation. UC jumped 17 spots in the U.S. News & World Report rankings in the past two years alone. In addition to being named a “green university” by Princeton Review, UC has been named one of the world’s most beautiful campuses by Forbes and Delta Sky magazines. Learn more at www.uc.edu.MISSIO...N STATEMENT - The University of Cincinnati serves the people of Ohio, the nation, and the world as a premier, public, urban research university dedicated to undergraduate, graduate, and professional education, experience-based learning, and research. We are committed to excellence and diversity in our students, faculty, staff, and all of our activities. We provide an inclusive environment where innovation and freedom of intellectual inquiry flourish. Through scholarship, service, partnerships, and leadership, we create opportunity, develop educated and engaged citizens, enhance the economy and enrich our University, city, state and global community.