Job DescriptionThis role provides day-to-day voice operations support within the Sears Holdings Information & Technology Group. Responsibilities include trouble ticket and support issue resolution, service requests and Moves, Adds and Changes (MAC). Support for both small and large scale VoIP based and legacy TDM telephone systems. Additional duties include rotational 24x7x365 on-call responsibilities, trouble escalations, vendor interaction and engagement, response to after hours, weekend, and holiday emergencies, and internal team cross training and technical skills mentoring.Job RequirementsEssential Job Functions:
* Day-to-day support of voice systems located throughout the Sears Holdings enterprise.
* Work as a team member of voice operations support engineers and analysts, some geographically dispersed throughout the U.S.
* Monitor trouble ticketing queues, develop new (and review existing) SOP ‘s, help desk solutions, scripts and improved departmental internal ticket handling procedures.
* Handle client and management escalations, provides timely written and verbal updates as to plan for expedited service restoration, trouble clearing, and facilitate vendor escalations through to final resolution of issue.
* Applies broad in depth technical knowledge to establish new approaches for creative problem solving, service solutions and the highest levels of individual and team performance.
* Work to develop diverse, cross functional team skill sets, technical support solutions for legacy TDM and VoIP systems, troubleshooting tools, support technologies and processes.
* Completes documentation required for accurate inventory of system types, model numbers, OS versions, set counts, related peripheral equipment and back-up media status/integrity.
Job Requirements:
* Day-to-day support of enterprise voice systems.
* Support experience/technical knowledge of Nortel PBX/Avaya Hybrid, Call Pilot, AACC6, Soft Phones, VoIP Trunking, IVR, and periphrial voice applications.
* Serves as a Subject Matter Expert for customers and other organizations to resolve chronic system repeat trouble issues.
* Stays current in new technologies, as well as new opportunities to develop increased personal and team knowledge.
* Has solid understanding of concepts and architectural principles of VoIP systems and legacy Nortel PBX.
* Review support processes and procedures, makes recommendations for improvements.
* Seeks solutions that drive costs out of systems maintenance while improving the level of service to end users and business clients.
Preferred Qualifications:
* Candidate should posses 5 to 8+ years of senior level support for large scale enterprise voice systems.
* Able to communicate effectively with team members and various levels of management in a clear and professional manner, verbally and written.
* Must be willing to accept organizational change, continuous improvement, and be able to effectively function in a fast-paced environment.
* Strong decision making, technical skill sets and a team approach to resolving issues.
* Comfortable working in a large organization across multiple teams.
* Demonstrated competency in effectively supporting large enterprise voice systems.BenefitsA comprehensive and competitive benefit program is designed to meet the needs of our associates and their families. Benefits eligibility depends on employment classification, location, and other variables. Benefits offered include:
- Medical and Dental Plans
- Health Care and Dependent Daycare Flexible Spending Accounts
- Short and Long-Term Disability
- Company Paid and Optional Life Insurance
- Business Travel Insurance
- Merchandise Discount
- Adoption Assistance
- kmart Advantage Rx
- ConSern Loans for Education
- Worklife Solutions
- Voluntary Benefits
- Commuter Benefits
- Sears Holdings Corporation Associate Stock Purchase Plan
- 401(k) Savings Plan
- Vacation Time with Personal Days
- National Holidays
An Equal Employment Opportunity Employer.About Sears Holdings Management CorporationSears Holdings Management Corporation provides corporate services to Sears Holdings Corporation (NASDAQ: SHLD) and its family of companies, including Sears Roebuck and Co. and Kmart Corporation.
About Sears Holdings Corporation
Sears Holdings Corporation is the nations fourth largest broadline retailer with approximately 3,900 full-line and specialty retail stores in the United States and Canada. Sears Holdings is the leading home appliance retailer as well as a leader in tools, lawn and garden, home electronics and automotive repair and maintenance. Sears Holdings is the 2010 ENERGY STAR® Retail Partner of the Year. Key proprietary brands include Kenmore, Craftsman and DieHard, and a broad apparel offering, including such well-known labels as Lands End, Jaclyn Smith and Joe Boxer, as well as the Apostrophe and Covington brands. It also has the Country Living collection, which is offered by Sears and Kmart. We are the nations largest provider of home services, with more than 12 million service calls made annually. Sears Holdings Corporation operates through its subsidiaries, including Sears, Roebuck and Co. and Kmart Corporation.
Country: USA, State: Michigan, City: Troy, Company: Sears Holdings Management Corporation.
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