Overview Carousel Industries is one of the fastest growing IT companies in the US, poised for explosive growth. As a premier IT services firm, we offer an extensive portfolio of services and technologies that span the following areas: unified communications and collaboration, networking, data center, security, and cloud-based solutions. Through our partnerships with leading technology vendorsu2014like Cisco, Avaya, Microsoft, HPE, and Fortinet, for exampleu2014Carousel offers innovative IT leadership, consultative, professional, and managed services to help our clients drive transformation within their organization. Founded in 1992, Carousel serves more than 6,000 customers, including 35 of the Fortune 100. Carousel has been recognized by multiple publications and industry consortiums as a top technology integrator and managed services and cloud solution provideru2013including the Inc. 500/5000, Healthcare Informatics 100, and CRN MSP Elite 150. Headquartered in Exeter, RI, Carousel has more than 1,400 employees based in 27 officesu2013with three Network Operating Centers nationwide. We are searching for those who are fueled by an inner drive to make a difference and to push their professional and technical capabilities to the next level. If you are someone who wants to become the u201cgo to personu201d or the u201csubject matter expertu201d in your field, then Carousel is the place for you. Ask Carousel employees what makes them stick around for five, 10, or 20 years, and theyu2019ll tell you itu2019s the brilliant people with whom they collaborate and the opportunities for personal and professional growth. In addition to gaining a quantum leap in your technical IQ, Carousel is a fun place with a work hard / play hard mentality and an inspiring culture. Whether itu2019s assembling a team to compete in the next Tough Mudder or enjoying a summertime BBQ, Carousel employees consider their peers as family. To learn about our team and how you can be part of the Carousel family, find us at ****Facebook, Twitter, and LinkedIn. Responsibilities Position Summary: This position provides the customer with a dedicated resource to assist with meeting established business objectives. As an extension of the customeru2019s staff, the dedicated resource will be responsible for identifying and meeting their assigned customeru2019s needs though providing service and support on the applicable equipment and products that aligns with Carouselu2019s high standards of customer support and focus. Essential Duties and Responsibilities: Implements voice systems by specifying connectivity configurations Directs equipment and software installation and calibration Provides technical support and completes documentation. Maintains voice network by monitoring and ensuring compliance to standards, policies, and procedures Conducts incident response analyses Proactively maintains voice infrastructure Prepares system reports by collating, and summarizing data and trends. Leads project meetings acting as a resource regarding technical tasks on projects. Has broad expertise or unique knowledge; uses skills to contribute to the development of company objectives and principles, and achieve goals in creative and effective ways. (Barriers to entry, such as technical committee review, exist at this level) Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles. Exercises judgment in methods, techniques and evaluation criteria for obtaining results. Comply with all Carousel policies, processes, and procedures. Comply with all additional policies, processes, and procedures outlined by the customer. Work as directed by the customer to provide the agreed upon support on the customeru2019s equipment, products, and/or applications. Perform diagnostics and follow comprehensive troubleshooting steps to determine the cause equipment, application, or software issues. Perform system upgrades including firmware, software, and hardware as required. Install or replace equipment which may include but is not limited to: telephones/handsets, hard drives, power supplies boards, etc. as required.u00a0 Complete system and programming changes as required. Ensure accurate and timely entry of work log information detailing performed in support of a customer request. including troubleshooting steps and final resolution into applicable ticket management system. Able to work with other technical experts towards problem resolution. May be required to travel to additional customer locations. Perform other duties as assigned to meet customer expectations and business objectives. Qualifications Experience with and the ability to provide break/fix support, complete moves, adds, and changes, and provide administrative support for: Avaya CM 6.0 or higher SIP Session Manager Avaya Aura System Manager Session Manager General networking with Cisco routers and Switches Expert understanding of voice systems, contact center applications, SIP trunking Voice Design expertise and experience in VOIP environments Working experience in large-scale Enterprise Network environments Qualifications: Applicable certifications or technical degree (Bachelor's or Masters) with a minimum 12 years of experience in a technical role. Excellent written and verbal communication skills. Excellent organizational, documentation and time management skills. Very strong troubleshooting, problem solving, and analytical skills. Ability to work independently as well in a team environment. Must be able to learn new things quickly, need minimal direction, and handle multiple tasks simultaneously. Valid driveru2019s license. Willingness to provide personal information and submit to background checks, drug screening, and health inquires as required to obtain security clearance for assigned customer. Experience with computer and database management programs.