System Administrator - Cisco VOIP

Summary


Supports clients’ server and network environments as member of Logicalis’ 24x7x365 operations team,
headquartered in West Chester, Ohio. Responsible for incident and change management support of
devices and resources monitored by Logicalis Managed Services, including network devices and
applications as well as other supported configuration items for internal and client systems.



Job Requirements:

Essential Duties and Responsibilities


• Performs basic troubleshooting and diagnostics of H.323, MGCP, SIP protocol communications.


• Collects and parses traces, logs and debugs from UC system CLI, RTMT, and IOS based voice
routers.


• Performs MACDs for Phones, Users, Agents, Voicemail subscribers, and other UC related
user/device configuration.


• Researches UC and TelePresence technology topics and provides solution recommendations.


• Performs basic troubleshooting and diagnostics of UC and TelePresence applications, servers
and endpoints for 9.x and above.


• Reviews and assesses basic layer 2 and layer 3 QoS configuration.


• Performs audit of UC infrastructure in response to published security advisories and field notices
in order to provide recommended course of action.


• Responds and solves customer issues utilizing technology tools, procedures, and training through
awareness of service offerings and Service Level Agreements (SLAs).


• Creates and maintains technical and process documentation for troubleshooting purposes.


• Utilizes Service Now ticketing system for detailed documentation of incident troubleshooting,
planning and implementing change records and outlining root cause analysis details for problem
records.


• Communicates frequently with clients, hardware/software vendors and Service Delivery
Managers during incident resolution.


• 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.


• Maintains current knowledge of core service offerings and SLAs. Understands all Logicalis
service offerings to better support customer as well as expanding any service offering to current
customers.


• Researches vendor community posts, navigates documentation libraries and compiles
recommendations and resolutions to incidents and requests.


• Opens and works vendor support tickets such as Cisco TAC cases and assists in trace collection
and troubleshooting.


• Correlates all related information from multiple sources including ticket history, concurrent ticket
activity, live monitoring dashboards, other system and monitoring alert history, logs, and traces to
determine course of action toward resolution.


• Demonstrates and actively promotes an understanding and commitment to the mission of
Logicalis through performing behaviors consistent with the organization's values.


• 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.


• 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 should 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

• High School education or GED.

Experience / Technical Requirements


• 2 years of experience in multiple technologies, including any of the following:


o Cisco CUCM, CUC, IM&P versions 9.x and above
o Cisco TelePresence Systems including TelePresence Management Suite, Meetings
Server, conductor, and TelePresence Endpoints
o Cisco Unified Contact Center Express 9.x and above, and relate call flows, scripting,
reports, and agent management including Finesse Desktop
o Cisco voice gateway configuration and troubleshooting including CUBE, ISR routers, and
analog voice gateways
• Basic understanding and/or first-hand use experience with Cisco IP Phones, TelePresence
endpoints, Jabber, Webex Teams, and Microsoft Teams.
• Experience working in ITIL-based incident tracking system (Service-Now).
• Proficient with SSH access applications such as PuTTY.
• Proficient with FTP/SFTP.
• Able to utilize tools for packet capture and NetFlow related functions.
• Familiarity with:
o Network technologies: Cisco, switch/route, ASA, IPT, UCCX
o Public Cloud: AWS or Azure
o O365 Administration
• Proficient use of all Microsoft Office applications.

Certifications


• None


Other Skills and Abilities


• Critical thinking and deductive reasoning skills.
• Able to collaborate with peers to share information and work together in support of critical issues.
• Ability to execute tasks, projects, and troubleshooting with minimal supervision and with sense of
urgency.
• Detail-oriented with ability to multitask and prioritize to meet critical SLA deadlines.
• Excellent customer service and interaction skills.
• Outstanding verbal, written, and technical/business communication skills.
• Ability to accommodate requests from multiple customers and Logicalis Account Executives and
respond in timely fashion.

Company
Logicalis
Posted
09/01/2021
Type
Full time
Salary Range
$58,000.00 - 89,000.00
per Year
Salary range estimated by
Location
Bloomfield Hills, MI 48302, US