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Job Title: Network Support Specialist with VCC experience (Hybrid)

Location: Salem, VA

Duration: 6+Months

Job Type: Corp-Corp / 1099 / Contract W2

Rate: 60/hr. on C2C

Client: State of Virginia

Note:

Candidates must live in Virginia and be able to go to Salem, VA location to pick up laptop

Candidates must be willing to work onsite in Salem, VA at least one day every week

Job Description:

This position will be providing technical support to the Customer Service Center and Residency Employees who use the Verizon VCC. Position is responsible for providing technical support to include maintenance, configuration, monitoring and troubleshooting of the Verizon VCC, creating architectural diagrams, system documentation and other procedural documents. Serves as liaison with Verizon for system issues, repairs, and routine maintenance. Works with Verizon technical support throughout any outage or repair, and provides updates routinely to business and ITD leadership. Responsible for maintaining network switches and routers that provide system redundancy. Responsible for network analysis and diagnostic utilities. Experience with JSON preferred. Work closely with CSC Business owners and IT Systems Engineering Manager. Detailed Duties include: Ability to build, define, and run reports using the VCC, to design and manage call flows, to manage users of the VCC, Microsoft Dynamics and SharePoint services, to configure and support the VCC (remote call center agent) software. Candidate will work with the VDOT CSC, Residency, and Emergency call-taker staff to set-up remote
agent workstations and phones for daily operations and severe weather events. Candidate should have the ability to translate and describe technical issues in easy-to-understand terms for consumption by all stakeholders. Troubleshoot and resolve call routing problems. Ability to manage, monitor and troubleshoot LAN/WAN
connections. Ability to configure IVR and automated attendant systems (hosted & internal), to provide technical support for a variety of business applications, including Edge, Chrome, VCC, Customer Service Center (CSC) 3.0 (Microsoft Dynamics) and work order management systems (HMMS). Ability to provide remote support for regular staff and emergency call-takers. Ability to perform Root Cause and Post- Mortem analysis and reporting. Ability to support the training of call-takers and system users statewide. Ability to provide 24/7 support for call center operations (server & desktop support).

System Knowledge:

Verizon Virtual Contact Center

JSON

IVR systems (internal & hosted)

Microsoft Dynamics 365

Active Directory

Cisco network switches, routers, & firewalls

Experience:

Experience creating systems and procedural documentation

Experience creating end user documentation for routine tasks

Experience providing local and remote technical support in a call center environment (preferred)

Experience working with system owners to define system functional requirements

Experience with network analysis and diagnostics utilities (WireShark, TShark, NMAP, Fiddler2, etc.)

Experience with project management (preferred)

Experience with command line scripting & system automation in Windows (preferred)

Skill Matrix