Overview: Responsible for the installation, modification, testing and repair of data communications network equipment. Provides connectivity and network support to all network, services, company, and customers. Performs analysis of software, hardware, and network systems for processors, multiplexes, LAN/WAN communications and various transmission systems. Proposes and implements hardware and software upgrades that will improve the performance and reliability of the system. Sets up user accounts on company's Servers and runs necessary system backups. Serves as the technical liaison with customers. Maintains records on repairs, downtime, changes and updates.
Responsibilities: The Senior Specialist Level works on assignments that are complex in nature where considerable judgement is required in resolving problems and making recommendations. May determine methods and procedures on assignments and provide guidance to lower level personnel. Uses abilities as skilled specialist to provide complex preventative maintenance, testing, and repair on network systems. Works on complex problems where analysis of situations or data requires an in-depth evaluation of various factors. Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results. Requires 10-15 years of related work experience, Bachelor's degree, technical training or equivalent combination of education and experience. Excellent problem solving, organizational and analytical skills are also required. A+ certification required. Ten years experience installing and maintaining networks, network system administration, NOS, Desktop Applications, Desktop Operating systems, and customer support required. Must possess multiple Network Operating System certifications and other professional certifications as required.
Qualifications: IPT/Convergence Engineer that will have responsibility for support of the Cisco Communications Manager (CM) environment. This Engineer will handle routine MACD work related to Publishers, Subscribers, System Configuration, Gateways, Network Switches, Ancillary devices (including backup and paging tools), and IPT phones. The Engineer will design, troubleshoot, and provide preventative maintenance for the Voice Over IP network, including the Quality of Service (QOS) and common issues impacting voice quality. The Engineer will work closely with Data Network Engineering resources to ensure optimal operations of the CM environment and high availability. The Engineer will be fluent with the Cisco protocols supporting voice as well as the system features and functionality of the Cisco CM product. The Engineer will provide ongoing support for Public Switch Telephone Network (PSTN) interfaces and therefore must understand integrations of telco systems including FXO/FXS, D4 T1, ISDN, Inter-Cluster trunks, and SIP.
Synopsis of Position: The Tier I Data Service and IPT Engineer is responsible for reactively monitoring customer data networks and Call Managers to provide fault isolation and remote troubleshooting.
Act as a front-line interface to customers, accepting trouble reports and dispatching them to appropriate personnel and/or carriers.
Reactively troubleshoot and diagnose problems on IP Networks.
Interact with Carriers and Customers to report events and/or resolution of events.
Ability to write basic documentation.
Possess excellent communication skills and understanding of prioritizing escalation events is essential.
Ability to follow instructions - both written and verbal.
Required Degrees/Majors/Accreditations/Skills:
Familiarity with basic PBX and Cisco Router commands and troubleshooting.
Fundamental understanding of LAN and WAN systems.
Fundamental understanding of Cisco and Unity Call Manager and VoIP systems.
Strong inter-personal and communication skills.
Capable of explaining simple procedures in writing or verbally.
Good phone customer service skills.
Required Certifications: CCNA Certifications or Higher.
Previous proven experience in customer support, network operations, system administration. Ability to know what has to be done in a given situation.
Ability to accept responsibility and meet deadlines. Motivated to advance.
Position requires CCNA Certification or Higher with ability to demonstrate skills.
Project Requirements
Required Certifications:
Certification One: CCNA
Certification Two: CCNP
Skills Inventory
1) Cisco Call Manager Expert Required
2) Cisco Unity Expert Required
3) Cisco CER Expert Desired
4) Cisco Routing & Switching Expert Required
5) Customer Service Expert Required
6) Cisco IP Call Center Expert Required
PRINCIPAL DUTIES AND RESPONSIBILITIES
Works with other networking personnel to design and implement total network systems solutions. Provides support for complex multi-system installations. Solves network software and hardware problems using testing tools and techniques. Reviews integrated systems design proposals for technical content. Identifies, analyzes, and evaluates alternative design solutions. Provides technical network integration support encompassing physical planning, configuration, and installation of network hardware and software. Performs necessary repairs on system that may include replacement of boards, changing Servers, loading and testing software applications, and restoring customer network operating systems. Assist with incident and problem management and resolution. Follows an ITIL based approach for problem management including root cause analysis, post-incident review, issues logging, optimization recommendations, and knowledge case update. Assists with Manufacturer escalations and remediation of defects and managing third parties (for the purposes of problem resolution) on behalf of the client pertaining to incident management of network infrastructure. Ensures design proposals meet customer needs. Monitors implementations for technical correctness for the highest level of customer satisfaction. Develops customer support plans for complex networking systems. Assumes principal technical role in presentations by furnishing technical expertise and responding to customer inquiries on hardware and software. Develops information technology architecture and total systems solutions. Designs quality control procedures to ensure the deliverables meet established design and performance goals. Equal Employment Opportunity/Affirmative Action Statement
It is the policy of CompuCom Systems, Inc. to provide equal employment for all persons regardless of race, color, religion, national origin, ancestry, gender, age, marital status, domestic partner status, veteran status, disability status, genetic information, sexual orientation or any other characteristic protected by applicable federal, state or local laws. All employment decisions including recruitment, placement, transfer, promotion, training, compensation and termination will be made without regard to these factors.
