Job Description
Job Description
Overview
Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It’s all happening on UWM’s campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.
It’s no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It’s at the very heart of how we treat each other, our clients and our community. Whether it’s providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.
From the team member that holds a door open to the one that helps guide your career, you’ll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you’ll be welcomed here. Accepted here. And empowered to Be You Here.
More reasons you’ll love working here include:
- Paid Time Off (PTO) after just 30 days
- Additional parental and maternity leave benefits after 12 months
- Adoption reimbursement program
- Paid volunteer hours
- Paid training and career development
- Medical, dental, vision and life insurance
- 401k with employer match
- Mortgage discount and area business discounts
- Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
- Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon
- Gourmet cafeteria featuring homemade breakfast and lunch
- Convenience store featuring healthy grab-and-go snacks
- In-house Starbucks and Dunkin
- Indoor/outdoor café with Wi-Fi
Responsibilities
- Support UWM Team Members by building new hires, moves/adds/changes, application access & trouble tickets
- Perform administration of Cisco Unified Communications Manager, Cisco Unity Connection & Cisco Contact Center Enterprise
- Monitor Unified Communication system applications to ensure peak performance
- Handle 2nd level incident/trouble tickets & escalate to appropriate persons or groups if necessary
- Assist in monthly system patching & testing of Unified Communication systems
- Provide regular status on tasks accomplished, current issues & progress toward goals
- Creates and maintains documentation as it relates to standard operating procedures
- Monitor and test voice network performance, and provides performance statistics and reports
- Collaborate with other team members across IT and the business
- Participate in rotating on-call coverage or emergency response as need
- Provide coaching, mentoring, and training to UC Admin 1’s.
- Primary point of escalation for UC Admin 1’s to assist them with higher level troubleshooting
- Work with UC Engineers on higher level projects
Qualifications
Ability to work 100% on-site in Pontiac, Michigan
Required
- Computer-related degree or equivalent experience
- 3+ years of experience in Information Technology
- 2+ years of experience with Cisco application administration
- Experience with Cisco Call Manager and Unity Connection
- Strong working knowledge of TCP, UDP, SIP and VoIP
- Configuring, troubleshooting and maintaining networking systems
- Communicate technical issues and solutions in a clear, simple and understandable way
- Strong Microsoft Office experience (Word, Excel, PowerPoint)
- Experience working in ticketing systems (ServiceNow)
- Onsite, full-time attendance
- Experience with Cisco Call Manager, Cisco Unity Connection & Cisco Contact Center Enterprise
Ability to work 100% on-site in Pontiac, Michigan
Preferred:
- Computer-related degree or equivalent experience, or CCNA or equivalent certifications
- Experience with Packaged or Unified Contact Center Enterprise
- Experience with Contact Center Enterprise, Cisco Emergency Responder & Unified Communications third-party applications/integrations
- Experience with automation/provisioning tools
- Financial Services industry experience