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Job description
Job Profile Summary
Perform problem management and configuration management related to IT infrastructure and support.
Essential Functions and Responsibilities
- Manage problems which escalate beyond the status of incident. Coordinate the appropriate personnel to troubleshoot and resolve the problem
- Perform root cause analysis on resolved problems. Design and develop appropriate monitoring or other proactive measures to prevent future occurrences
- Mentor Tier II staff during problem resolution and root case analysis to increase efficiency and knowledge of Tier II personnel
- Analyze and document the architecture and configuration of application infrastructure
- Provide configuration and engineering for new technologies
- Lead the support and configuration activities for technologies where you have been designated a subject matter expert
- Complete tasks assigned in order to accomplish approved application and/or infrastructure change controls
- Collaborate with other IT personnel on technology and support issues
- Consult with applications and infrastructure personnel on new initiatives and the impacts they will have on infrastructure
Education
- Bachelor's Degree in computer sciences or an equivalent combination of formal education and job-related experience
Work Experience
- Experience in the support and function of:
- Infrastructure hardware configuration
- IP networking
- Windows Server and/or Unix operating systems
- Shared storage technologies
- Virtualization technologies
- Event monitoring, logging and data collection techniques
- Training and experience relative to:
- Operating systems software
- Computer hardware
- Networking
- Communications
- Security administration
- Data base administration
- Experienced interacting with external customers and vendors relationships
Knowledge, Skills and Abilities
- Knowledge of: current data networking and/or server technologies
- Ability to: apply arithmetic and computer math
- Ability to: identify, research, and analyze systems software problems and perform systems evaluations
- Ability to: review and interpret manuals, journals, computer display screens, computer printouts, error logs, and correspondence
- Ability to: research, prepare, and compose systems operating procedures and documentation, reports, and correspondence
- Ability to: interact, advise, guide, train, and communicate effectively
- Ability to: communicate and/or exchange information; conduct oral presentations
Describe how this position fits in your organization.
Primary Responsibilities:
Responsible for day-to-day operations management and troubleshooting of voice and data networks.
Performs technical analysis and administration tasks associated with Cisco routers and switches, Aruba wireless and Citrix NetScaler Load Balancers.
What are the 3-4 non-negotiable requirements of this position?
Skills
Experience in maintaining LAN, WAN, WLAN, VoIP for large enterprise environments.
Must have hands-on experience with Installation, upgrade and migration of Cisco Collaboration technologies including CUCM, UCCX, Unity, Emergency responder, etc.
Experience in Cisco Call Manager Express (CME), CUE , UCCX voicemail and auto attendant scripting configuration.
Hands-on experience with troubleshooting and configuration on with SIP, T1/E1 and POT's line configurations and troubleshooting CUBE, Client, H.323, SIP and MGCP gateways.
Experience in configuring and supporting authentication and authorization policies using Cisco ISE (Identity Service Engine).
Ability to analyze, troubleshoot and resolve complex system hardware, software or networking related problems.
What are the nice-to-have skills?
Preferred Certifications
CCNA
CCNP Voice
MTK Technologies
