Overview
Maintains smooth operation of a variety of networks, hardware, TCP/IP, user endpoints, VOIP solutions (Zoom, Teams). Troubleshoots, evaluates, designs, and coordinates installation and/or reconfiguration of hardware and software elements of data and/or voice communication network (VOIP). The position’s responsibilities require independent analyses, communication, and problem solving. This position will be required to document all production processes, failover processes, and roles. Communicating effectively with end users, teammates, with the ability to maintain a positive attitude. Monitoring will be required for all devices, processes, areas and the ability to create dashboards for visibility.
Responsibilities
- Analyzes, isolates, and resolves LAN/WAN issues using troubleshooting techniques and diagnostic test equipment/software.
- Develop documentation to provide end users and staff with information necessary for mission/system planning.
- Installs original or updates of all network/VOIP software
- Assist in the development of empirical measurements (network) to evaluate the adequacy of existing systems processes. Researches statistical or case management data and observes and documents processes.
- Coordinate with vendors and vendor support as needed to gain troubleshooting assistance with software and hardware as needed.
- Capable of administering Zoom and/or Amazon Connect VOIP functionality
- Add and remove features such as long distance, call waiting, call forwarding, and conferencing.
- Documentation of all processes for both Zoom and/or Amazon Connect VOIP solutions
- Manage and assign telephone numbers to users and is responsible for installation and routing of telephone numbers.
- Manage and assign voicemail accounts to users.
- Manage records for locations for E911 regulatory functions
- Provide data and telecommunications infrastructure support, including cabling and desktop troubleshooting.
- Install network, telecommunication, fiber optics, wireless, VPN clients
- Provide regular updates on your areas of responsibility to team members and IT leadership.
- Participate in the on-call rotation.
- Interact with vendors and partners of your systems as needed.
- As a 24x7x365 Operation, Team members are regularly called upon to engage, on an as-needed basis, duties not listed here.
Qualifications
- Intellectually curious, self-starter with a passion for technology
- 4 years' work experience troubleshooting: LAN/WAN, desktops, laptops, wireless, VPN, TCP/IP,
- Attention to detail and commitment to high quality/error free deliverables
- Excellent communication skills both verbal and written
- Highly self-motivated with excellent interpersonal and collaborative skills
- Experience within a global enterprise
- Solid verbal and written communication skills, organizational skills, and attention to detail.