Voice Support Help Desk/Queue Manager
Job in
Chicago, Cook County, Illinois, 60290, USA
Listed on 2026-01-12
Listing for:
Global Channel Management, Inc
Full Time
position Listed on 2026-01-12
Job specializations:
-
IT/Tech
Technical Support, HelpDesk/Support, IT Support, Systems Administrator
Job Description & How to Apply Below
About the job Voice Support Help Desk/Queue Manager
Voice Support Help Desk/Queue Manager needs 4+ years experience
- Prefers familiarity with Filemaker for departmental records on the voice network and infrastructure
- Solid understanding of E911 issues and technologies. Preferred:
Cisco CER experience - Basic knowledge of Cisco UCCX Script Editor
- Preferred skill: working with Akkadian
- Thorough understanding of how Rightfax works, including user setup and troubleshooting
- Voicemail (with Speech view)
- Understand call handlers in voicemail
- Coordinate Communications Technicians projects with Voice Engineers if needed
- Keep Techs informed of new products and technologies (act as a mentor)
- Do daily checks of our various systems and report any problems as needed
- Answer Voice Services Help Desk phone hotline as well as enter Service Now Requests and Incident tickets submitted by phone, email or online portal
- Trouble shoot any issues that come from users (phone lines, rightfax, cannot log in to finesse, voicemail)
- Respond to customer emails in a professional and courteous manner
- Work with installers on phone installs.
- Work well with our other teams (PMs, Engineers, Network team, Desktop support, other help desks)
- Put in AT&T disconnects or new phone orders and trouble tickets, access to AT&T prime
- Need to understand how service now works and work tickets (a plus if you can create tickets for users)
- Run reports from Service Now
- Build the following types of devices in Cisco Call Manager (CUCM):
Phones, IP communicator, Jabber
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