Network Specialist (Contract to Hire)

Detailed Day-To-Day Job Duties to be performed: 
·         Provides support for Contact Center troubleshooting and resolving issues with call routing, requesting new phones and profiles, configuring agents, assisting the business with wall board setup and configuration
·         Monitors scheduled report delivery and configuration for call center ACD and IVR
·         Evaluates current IT policies, procedures and practices and recommends changes
·         Leads IT driven change effort and participates in and/or leads activities to achieve project tasks/meet deadlines
·         Performs general maintenance and MACD request for 700+ endpoints (phones, faxes, video conferencing units, SIP Trunking, paging, etc.)
·         Provides assistance on complex troubleshooting items, and troubleshoots and repairs problems with desktops, laptops, printers and associated peripherals
·         Troubleshoots audio & visual problems, video conferencing issues with SIP and Polycom H232
·         Troubleshoots issues related to DHCP pools for phone VLAN
·         Sets up video conferencing units
·         Resolves firmware related issues with phones
·         Manages change requests for Fax2Mail, e911 desk alert software, Auto Attendant and Hunt Groups 
·         Serves as the liaison between the lines of business and CBTS for escalations.
·         Prevent, detect, respond to, and recover from information technology security incidents.
·         Assists in the analysis of the solution design’s business cases, and authors portions of the solution business case
REQUIRED Skill Sets:
·         4+ years of experience with the job duties listed above and the requirements listed below 
·         Experience in a customer support and personal service role
·         Experience with technical writing and documentation practices
·         Capabilities and physical application of network equipment (e.g., hubs, routers, switches, bridges, servers) and related hardware
·         Telephony maintenance and support 
·         Organizations operation environment, topology, & protocols
·         Thorough understanding and applied experience with:
o    ACD and IVR maintenance and support
o    Local area and wide area networking principles and concepts 
o    Back-up & recovery techniques
o    Performance monitoring methods 
o    Basic internet server maintenance techniques
o    Installation & configuration procedures
o    Computer installation & configuration procedures 
o    Data recovery tools and techniques
·         Ability to prepare meaningful, accurate and concise reports
·         Completion of core associate program in Computer Science or Information Technology Systems or equivalent work experience

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