Regional Service and Support Specialist (RS3)

The RS3 - Regional Service and Support Specialist provides on-site and remote regional technical support for the organization's voice and Unified Communications (UC) environment. This role is the frontline point of contact for voice service issues at the regional level - desk phones, softphones, voice gateways, and related endpoint hardware - and is responsible for keeping regional voice services operating reliably and resolving user-facing voice issues.

Responsibilities:

• Respond to and resolve voice service tickets - dial tone issues, call quality problems, voicemail, and handset provisioning
• Perform Moves, Adds, and Changes (MACs) for voice endpoints, including desk phones and softphones
• Install, configure, and maintain telephony and network hardware supporting voice services, including structured cabling and endpoint devices
• Coordinate with carriers and facilities teams to resolve local circuit and wiring issues affecting voice service
• Escalate complex UC/network issues beyond regional scope to the UC engineering team, providing clear documentation of troubleshooting steps taken
• Maintain accurate, current site-level voice service documentation and hardware inventory