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Rutgers-The State University - New Brunswick, NJ
posted about 2 months ago
Part-time - Entry Level
New Brunswick, NJ
Educational Services
About the position
The User Support Specialist IV (Part-Time) at Rutgers University is a skilled professional responsible for supporting the university's Voice Services unified communications platform, which includes managing over 25,000 Cisco endpoints across multiple campuses. This role involves processing service requests, managing incidents, and ensuring effective communication and support for the university's telecommunications needs.
Responsibilities
- Process thousands of ServiceNow tickets, voice help desk calls, and emails.
- Manage and process ServiceNow voice communications requests and incidents for help desk calls and emails.
- Dispatch Voice Technicians on repair/installation tickets related to Cisco VoIP Telephone Moves, adds, and changes.
- Complete software moves, adds, changes, and disconnects within the Cisco Call Manager (VoIP) System and Cisco Unity Voice Mail system as requested.
- Maintain the voice communications departmental database on ServiceNow.
- Interface with OIT Finance for billing issues related to installation, changes, and disconnects.
- Assist in the development, testing, and maintenance for all telecommunications equipment.
- Escalate Five9 Call Center tickets to Five9 Support and Admin groups.
- Handle Internet Television (IPTV) service activation requests and follow up with clients as needed.
- Understand and adhere to Rutgers' compliance standards as they appear in Rutgers' Corporate Compliance Policy, Code of Conduct, and Conflict of Interest Policy.
- Perform other related duties as assigned.
Requirements
- Bachelor's Degree plus 1 year in telecommunications support and customer services.
- Familiarity with Cisco Call Manager and Cisco Unity Messaging Systems.
- Familiarity with Carrier Service Companies such as Verizon, AT&T, and Windstream.
- Familiarity with ServiceNow with a high volume of Requests and Incidents.
- Familiarity with Telecommunication Systems customer service orders and billing processes.
- Telecommunications Technician dispatching and tracking.
Nice-to-haves
- Experience in a Higher Education technology environment preferred.
Benefits
- Comprehensive benefit program for eligible employees.
