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Unified Communications Project/Service Engineer

Company: ICS
Location: Syracuse
Posted on: March 20, 2023

Job Description:

About ICS
ICS is a leading provider of outsourced IT services, cybersecurity, communications, and distributed workforce solutions throughout the United States. As a customer-focused company, ICS integrates the industry's best technologies and practices for each customer's specific needs. We also serve as an extension of our customers' IT departments, enabling them to innovate and grow their business while helping protect them from the risk of cybersecurity threats. Headquartered in Endicott, NY, ICS employs over 200 people throughout its six office locations. As the company continues to expand its footprint, we are constantly looking for talented individuals to support our growth.

We're passionate about creating a great place to work for our employees. ICS is committed to the development and advancement of all employees. We are a highly collaborative organization, and there are many opportunities to learn from your colleagues and advance your career. Work life balance is important to us. ICS is committed to working with each employee individually to find a schedule that allows them to fulfill their responsibilities both inside and outside of work.

The primary Unified Communications Project/Service Technician responsibilities are to maintain and service our customers structured cabling, phone, camera, and access control systems. Additional responsibilities also include executing more complex, multi phased projects. They are responsible for explicitly understanding a project's scope of work and ensuring the project is executed accordingly. Due to their experience in project execution, they are well versed in best practices, therefore able to anticipate potential obstacles that may negatively impact a project.

This position reports directly to our Project Manager and serves out of our Syracuse office. The ideal candidate is highly focused, comfortable in a fast-paced environment, and has excellent listening, communication, and critical thinking skills.

  • Gain a strong understanding of the scope of work for all projects and service tickets you are assigned and execute accordingly.
  • Work closely with the Project Manager through all stages of the project. Pre-sales engineering, planning, implementation, and completion stages.
  • Participate in weekly Work in Progress calls/meetings. In preparation for each WIP meeting, have a strong pulse on the on-track/off-track status, obstacles threatening on-time completion, scope-creep and need for change orders.
  • Participate in Project Postmortem meetings with Project Coordinator. Have a good pulse on what went right/wrong and recommended changes moving forward (if any).
  • Maintain customer rapport by listening to and resolving concerns.
  • Be willing to respond after hours as needed.
  • Use all company tools to perform your job efficiently. (IT glue, ConnectWise, AUVIK, LabTech, etc.)
  • Install all equipment and cabling according to best practice and/or company procedures.
  • Maintains customer UC systems (structured cabling, phone, camera, and access control) by troubleshooting, repairing, and fielding customer support requests.
  • Establish UC systems by installing, operating, and maintaining voice, data, and security telecommunication network circuits and equipment.
  • Work tickets in order of assignment and plan by the dispatcher
  • Use your time as effectively as possible to assess, plan and resolve UC issues both on site, and remotely depending on the nature of the issue.
  • Communicate effectively with all necessary team members to resolve issues in a timely manner.
  • Appropriately document/update all information related to work performed.


    • Required 3-5 years' experience overseeing projects and ability to read, understand and execute a scope of work in detail.
    • Considerable knowledge of the installation, maintenance and repair of structured cabling, access control and camera systems.
    • Demonstrated ability to follow installation and operation manuals and to work safely and efficiently with various types of equipment and tools.
    • Previous phone system certifications or training a plus
    • Must have ability to climb ladders, pull communication cable, and physically install UC hardware.?
    • Must have Entry Level understanding of business UC systems and networking.
    • Must demonstrate excellent customer service skills.
    • Must thrive in a team environment and demonstrate effective team interaction.
    • Must demonstrate the ability to effectively work independently.
    • Must have strong organizational, priority and time management skills with the ability to multi-task.
    • Must own reliable means of transportation and valid driver's license.


Keywords: ICS, Syracuse , Unified Communications Project/Service Engineer, Engineering , Syracuse, New York

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