Unified Communications Specialist

Operational Management
• Responsible for the daily monitoring and management of the IP network and security appliances including routers, switches, wireless controllers and access points as well as enterprise Voice and Video environments.
• Serve as tier 2.5 resource for data, voice and video networks and related network infrastructure devices; perform analysis of networking problems and provide highest-level crisis management.
• Provide support for network related production outages.
• Responsible for root cause analysis of problems and production slowdowns, and will use network tools like protocol analyzers and network management software to help make these determinations and recommend short and long term resolutions.
• Escalate problems (when required) to the Team Lead and Management.
• Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Perform post-resolution follow ups with Level II Technicians as required.
• Develop Work Instruction Packages and Standard Operation Procedures and hold training sessions for Level 1 and 2 support analysts in order to enable incident closure at lowest possible operation levels.



Equal Opportunity Employer Minorities/Women/Veterans/Disabled

Knowledge & Experience • Five years of experience as a Network Engineer plus two or more years supporting Unified Communications. • Expertise in Cisco routing and switching technologies • Expertise in Cisco Unified Communication Technologies including Unified Communications Manager/Call Manager Express, Unity/Unity Connection, Unified Contact Center Express • Experience in Cisco wireless, controllers, access points and ACS • Experience working with network monitoring tools Solarwinds and Cisco Prime. • Experience utilizing packet capture software like Wireshark to isolate complex network issues. • Experience working with Cisco ASA and Sonicwall firewalls • Experience with Cisco Physical Security (CPAM) and Video Surveillance (VSOM) • Experience building and managing IPSec and SSL VPN’s • Excellent knowledge of DHCP, DNS, IAS, NPS, Active Directory • Experience supporting a Multi Plant / Multi Office network environment • Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes. • Exceptional written and oral communication skills. • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. • Strong documentation skills. • Fluent English is required and a French language skill is beneficial. • Citrix support experience a plus • Lotus Notes/Messaging experience a plus • HP-UX / Unix / Linux experience a plus