Job Details

Voice Engineer

AGE Solutions is a premier technology and professional services company, providing in-depth consulting, advanced technology solutions, and essential services throughout the U.S. government, defense, and intelligence sectors. Prioritizing innovation and client-focused solutions, we assist major agencies in addressing intricate issues and ensuring a more secure future. AGE Solutions is looking for a Voice Engineer in Kaneohe, Hawaii to join our team. This position is for an on-site professional responsible for providing technical assistance, troubleshooting, and maintenance of IT systems within a specific location or organization. This role ensures smooth day-to-day operations by addressing technical issues promptly, supporting end-users, and optimizing system performance. The ideal candidate is a proactive problem-solver with strong technical expertise and excellent customer service skills. The individual must reside in Hawaii.

Responsibilities Include

• Call Manager: Configure, monitor, and maintain Cisco Unity Call Manager (CUCM) for voice communication systems.
• Troubleshoot and resolve issues related to VoIP systems, call routing, voicemail, and user accounts.
• Implement and manage features like auto-attendants, call queues, and system integrations.
• Provide user training and documentation on communication systems.
• Technical Support: Provide first-line support for hardware, software, and network-related issues.
• Respond to and resolve tickets in a timely manner via phone, email, or in-person assistance.
• Troubleshoot system errors and implement appropriate solutions to minimize downtime.
• System Maintenance: Monitor and maintain IT systems, including servers, workstations, and network equipment.
• Perform regular system updates, patches, and backups to ensure system integrity.
• Ensure compliance with organizational IT policies and security protocols.
• User Assistance: Assist staff in understanding and using technology effectively.
• Conduct training sessions and create user-friendly documentation for common processes.
• Maintain excellent communication with users to manage expectations and provide updates on issue resolution.
• Hardware and Software Management: Install, configure, and maintain hardware and software systems.
• Manage inventory of IT assets and ensure timely procurement and replacement of equipment.
• Collaborate with vendors for repairs or upgrades as needed.
• Incident Reporting and Documentation: Maintain detailed logs of issues, solutions, and system changes.
• Provide regular reports on system performance and support activities.
• Participate in audits and ensure compliance with regulatory requirements.
• Change Management: Act as a key participant in planning and implementing IT changes, ensuring minimal disruption to business operations.
• Evaluate the impact of changes to systems, processes, and user workflows.
• Create and execute change management plans, including communication strategies, training sessions, and performance metrics.
• Collaborate with stakeholders to gather input and ensure smooth adoption of new technologies or processes.
• Maintain documentation of changes, including risk assessments, testing outcomes, and post-implementation reviews.
• Network Administration: Monitor network performance and troubleshoot connectivity issues.
• Ensure network security by understanding firewalls, VPNs, and other security measures.
• Assist with setting up and managing wired and wireless network infrastructure.

Requirements

• Experience with Cisco Unity Call Manager (CUCM), including configuration and troubleshooting.
• In-depth understanding of analog and Plain Old Telephone Systems (POTS).
• Proficiency in operating systems (e.g., Windows, macOS, Linux).
• Knowledge of networking protocols and hardware.
• Familiarity with common software applications, troubleshooting tools, and IT frameworks.
• Familiarity with change management tools and IT frameworks.
• Strong communication, organizational, and interpersonal skills; ability to work independently and collaboratively.

Additional Requirements

• On-site role requiring physical presence at the designated location.
• May involve lifting or moving IT equipment.
• Occasional after-hours or weekend work to address critical issues or system updates.

Compensation

$110,000-$120,000

Benefits

At AGE Solutions, we reward performance, invest in growth, and share success. Our benefits support the whole person, professionally, financially, and personally.

• 26 Days Paid Leave: Includes vacation, sick, personal time, and holidays. You choose how to use it.
• Performance Bonuses: Performance bonuses are awarded based on individual contributions and company-wide results, aligning recognition with impact.
• 401(k) with Match: We match 3% of your contributions with immediate vesting.
• Financial Protection: Company-paid life insurance up to $300K and options for additional coverage for you and your dependents.
• Health Benefits: Multiple medical plans, dental, vision, FSA and HSA options to fit your needs.
• Parental Leave: 15 days of fully paid leave for new parents, because family matters.
• Military Differential Pay: We bridge the gap for employees on active duty, so they don't take a financial hit while serving.
• Professional Growth: Paid training and certifications, tuition reimbursement, and the tools and tech to get the job done right.
• Shared Success: In the event of a company sale, our CEO has committed to returning 80% of net proceeds to employees. This ensures our team shares in the long term value they help create.