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Sr. Voice Engineer

  • Location: Rosemont, 60606
  • Job Type:Permanent

Posted 8 months ago

Our client in the greater Chicagoland area has an exciting opportunity to bring on a Sr. Voice Engineer. Candidates will need to be ok with coming in the office 2-3 times per week. Please see the below responsibilities for the role:

Provide operational support for Cisco Video Conferencing solutions and services integrated with Cisco Unified Communications environment

Responsible for troubleshooting and processing operational tickets received from Tier 1 and Tier 2 support personnel as well as escalated incidents that are received from other sources

Participates in the current and future ITSM processes including but not limited to incident, problem, and change control processes

Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact

Categorize issues for escalation and assign to appropriate technical teams where required

Act as escalation point for our managed service provider to review and resolve technical issues

Provide technical leadership and maintain accountability till issues are resolved to the business satisfaction

Participates in an on call rotation to provide operational support off hours and as required

Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.)

Enable and drive continuous improvement through the IT Service Center and Managed Service partners

Collect and review performance reports from various systems to identify issues, trends or develop recommendations to improve operational performance

Perform capacity planning, trend analysis and resource utilization reporting to manage and improve application and infrastructure operations

Work with internal and external technical and service teams to create and/or update knowledge base articles and runbooks to provide improved operational support

Develop and oversee the adherence to maintenance and performance standards

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.