- Technical prime in any incidents affecting Network and Voice operations, accountable for root cause analysis and remediation activities, including working with vendor support to resolution.
- Interface with customers to complete network related projects and to troubleshoot network related customer issues.
• Implement configurations, connectivity and maintenance of network devices to include Routers, L2/L3 Switches, Firewalls, Load Balancers and Wi-Fi Access points and controllers. - Analyze and troubleshoot complex technical support incidents and problems.
- Manage, monitor, and maintain core network services that include LAN, WAN, WLAN.
- Isolate, resolve, and document all operational and technical problems and performance bottlenecks.
- Develop and maintain network management procedures including the documentation of procedures for daily operational support for the Voice, LAN, WAN, and routing Infrastructure (e.g., backups, logging, etc.)
- Monitor, troubleshoot, identify, and remedy areas of congestion and/or degraded quality.
- Secure network systems by establishing and enforcing policies and defining monitoring access.
- Monitoring and management of network and voice infrastructure for continuous uptime and SLA maintenance. This includes support for enterprise Cisco UC environment which contains Call Manager, Unity Connection, Presence, VCS, and emergency responder.
- Working quickly on open tickets assigned to group and participating in impact analysis where application for related ticket issues.
- The position requires periodic work outside regular business hours for testing and change implementation as well as additional hours for problem resolution as part of the on-call rotation outside of regular business hours for products and services supported by the team.
- Report of risks, trends, and service gaps to IT leadership
- Create and actively maintain network and collaboration technical configuration documents and topology maps.
- Be proactive in identifying new network technologies and assessing their adoption.
- Perform failure/root cause analysis during problem resolution process.
- Build a solid working relationship with the customer base and vendors.
- Responding to business customer support calls.
- Managing network equipment in the data center(s).
- Audit work practices to established procedures, developing new procedures and documentation as required.
- Participate in network/voice technology evaluation and architecture planning processes as required.
- Carrying a cell phone and being on-call on a rotational basis are required Qualifications:
- Computer Technology degree/diploma or equivalent experience with a minimum of 5-years' experience in an Enterprise level VoIP/Network Support position.
- Experience working with various network technologies such as: Cisco Networking Software (IOS, XE, XR, and NX-OS), Cisco ISE, EIGRP, BGP, OSPF, VPN, F5 Load Balancers, Citrix NetScaler, VMware Networking, QoS, IP, SIP and SIP Trunking, MGCP, H.323, SCCP, T.38, FXS/FXO, Call Routing/Dial Plans.
- Expert level working experience in Cisco ASA's, F5, NetScaler, CUCM
- Knowledge of cloud platform and services
- Experience in the management of Enterprise VoIP network infrastructures.
- Experience with network management and reporting systems including SolarWinds.
- Experience with supporting Barracuda/Cisco firewalls.
- Experience in load balancers like F5 and Citrix.
- Deep analytical skills for trouble-shooting network related issues, including diagnosing packet captures.
- A strong sense of personal responsibility and accountability.
- Well-developed organizational skills with special attention to detail and accuracy.
- Experience working in a team-oriented, collaborative environment.
- Excellent verbal and written communication, documentation, interpersonal and customer service skills.
- Well-developed time management skills, with the ability to work well under time sensitive deadlines and balance multiple tasks simultaneously. What We Offer:
- Work remotely 2 days, and 3 days working in the office.
- Competitive compensation package.
- Competitive benefits package.
- Company Perks, gym partnership, and various brand discounts.
- Company events, recognitions, and celebrations.
- Career development and growth opportunities.
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