Network/Unified Communications and IP Telephony Administrator - RLWYS_15-5953 - Masco Corporation

This job was posted by https://joblink.maine.gov : For more information,
please see: https://joblink.maine.gov/jobs/1094967 Job Description
Summary
Supports customers' network environments as member of Logicalis'
24x7x365 operations team, headquartered in West Chester, OH and Troy,
MI. Provides support, incident management, problem management and change
management for network devices and resources monitored by Logicalis
Managed Services.
Essential Duties and Responsibilities
- Performs break/fix troubleshooting, server/software updates and
feature enhancements to networking devices (firewalls, switches, ASA
etc).
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- Works closely with external vendors such as Cisco, AT&T, Verizon,
etc. in troubleshooting hardware and circuit issues.
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- Creates and maintains technical and process documentation for
troubleshooting purposes.
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- Understands Information Technology Infrastructure Library (ITIL) and
follows predefined ITIL incident, problem and change management
processes in place for each customer when working to resolve
customer requests or outages.
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- Responds and solves customer issues utilizing technology tools,
procedures, and training through awareness of service offerings and
Service Level Agreements (SLAs).
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- Understands all Logicalis service offerings to better support
customer as well as expanding any service offering to current
customers.
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- Demonstrates and actively promotes an understanding and commitment
to the mission of Logicalis through performing behaviors consistent
with the organization's values.
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- Maintains a working knowledge of applicable Federal, State, and
Local laws and regulations as well as policies and procedures of
Logicalis in order to ensure adherence in a manner that reflects
honest, ethical and professional behaviors.
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- Supports and conducts self in a manner consistent with customer
service expectations.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Qualifications
To perform this job successfully, an individual must be able to perform
each essential duty satisfactorily. The requirements listed below are
representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
Education/Experience/Technical Requirements/Certifications
Equivalent Combination accepted.
Education:
- Associate's Degree in a related field.
Experience / Technical Requirements
- 4 years of experience in network operations center or equivalent
network support team.
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- Experience with following network technologies:
- Cisco, switch/route, ASA, IPT, UCC, UNITY
- VPN Technologies
- Data/Voice circuits
- Load Balancer familiarity
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- Experience working in ITIL-based incident tracking system
(Service-Now, CA Service Desk, etc).
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- Understanding of network monitoring tools and technologies.
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- Proficient use of all Microsoft Office applications.
Certifications
- Cisco Certified Network Associate (CCNA)
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- CompTIA A+ / CompTIA Network+
Other Skills and Abilities
- Ability to execute tasks, projects, and troubleshooting with minimal
supervision and with sense of urgency.
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- Detail-oriented with ability to multitask and prioritize to meet
critical SLA deadlines.
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- Excellent customer service and in eraction skills.
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- Outstanding verbal, written, and technical/business communication
skills.
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- Ability to accommodate requests from multiple customers and
Logicalis Account Executives and respond in timely fashion.
Physical Demands
The physical demands described here are representative of those that
must be met by an employee to successfully perform the essential
functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is constantly
required to sit, talk, see, hear, and use hands and arms. The employee
is frequently required to stand; move about, climb steps or balance and
stoop, kneel, crouch, or crawl. The employee must occasionally lift
and/or move up to 10 pounds.
The above statements describe the general nature and level of work being
performed by individuals assigned to this classification. This is not
intended to be an exhaustive list of all responsibilities and duties
required of personnel so classified.
Logicalis is an Equal Opportunity Employer. It is our policy to employ
people who are qualified by reason of education, training, experience,
and demonstrated performance. We value diversity and inclusion at our
company. We do not discr