Key skills
ServiceNowCommunication
About this role
Role Overview
- Provide remote and onsite IT support to Consumers Energy locations across Michigan
- Deliver support primarily within an assigned home region, with flexibility to support other regions as needed
- Serve as remote hands for installation, replacement, and maintenance of IT and telecommunications equipment
- Respond to incidents, service requests, and outages, including after-hours support as required
- Support enterprise voice and unified communications platforms, including: Cisco Call Manager and associated applications, Avaya systems, Microsoft Teams Voice
- Assist with deployment, troubleshooting, and maintenance of IP and analog telephony devices, Paging systems, horns, and headsets
- Validate connectivity using cable testing and network reachability checks
- Provide basic troubleshooting and hardware support for conference rooms and AV technologies
- Support Asset Refresh Programs, including staging and deployment of Wireless access points, Network switches, Audio-visual equipment, Corporate security hardware
- Install, replace, and maintain UPS systems, ensuring proper monitoring and alerting
Requirements
- Experience supporting Unified Communications and Voice technologies
- Working knowledge of Cisco, Avaya, and Microsoft Teams Voice
- Familiarity with IP, SIP, analog/digital telephony, and paging systems
- Experience with IT field services, hardware installation, and troubleshooting
- Familiarity with ServiceNow or similar ticketing systems
- Strong documentation, communication, and customer service skills
- Ability to work independently and collaboratively in a team environment
- Willingness and ability to travel within Michigan as needed
- Experience in enterprise or utility environments (preferred)
- Knowledge of network infrastructure, UPS systems, and AV technologies (preferred)
- Experience supporting geographically distributed locations (preferred)
- CMDB and asset management experience (preferred)
Tech Stack
- ServiceNow