Converged Communications Specialist

Mohegan Sun•Montville, CT

6d•Onsite

About The Position

This position is responsible for the maintenance of the MSCT network and Telephony equipment. Supports troubleshooting and network installations directed by the Converged Communications Engineers and the Technical Services Manager. Monitors performance of network to identify potential problems and bottlenecks. Diagnoses and resolves LAN/WAN problems using a variety of tools. Installs, provisions, tests, and troubleshoots IP, Ethernet and Telephony hardware, connections, and cabling. Assists Converged Communications with requirement analysis, implementation, problem investigation and resolution. Configures and maintains routers, switches, and hubs for the network systems (including wireless). Conduct and validate testing of Network and Telephony equipment.

Requirements

Associates’ Degree in Computer Science, Engineering, Business or a related field
Communicates intermediate networking knowledge such as DHCP, DNS, TCP/UDP, IP Subnetting, VLANs
Ability to obtain and maintain gaming licensure in one or more jurisdictions
~OR~ High School Diploma or equivalent and four years of progressive Information Technology experience in a client technologies or customer service environment
Communicates intermediate networking knowledge such as DHCP, DNS, TCP/UDP, IP Subnetting, VLANs
Ability to obtain and maintain gaming licensure in one or more jurisdictions
Excellent customer service skills
Excellent written and verbal communication skills
Excellent written skills as demonstrated in providing detailed information in ManageEngine tickets
Basic root cause analysis of technology solutions
Ability to follow a specified checklist or procedure without unnecessary or unwarranted deviation
Knowledge of Mohegan Sun corporate and department policies and procedures
Mohegan Sun timesheet categories and guidelines
Mohegan Sun Application Information Summaries and application escalation procedures
Mohegan Sun incident report and escalation tool (ManageEngine)
Mohegan Sun application and system knowledgebase
Customer service training and skills
Appropriate Mohegan Sun & Mohegan Corporate regulations
Must sit in front of a computer screen for extended periods of time
Must be able to work various shifts and flexible hours
Must be able to walk to locations within the MS Casino
Must be able to hold a valid driver’s license to drive in a company vehicle to MS locations on and off the casino property
Requires occasional off-shift work, including late night and early morning hours
Must be able to lift 30 pounds

Responsibilities

Effectively and efficiently utilizes the ticket management system (Manage Engine) for recording, routing, escalating and analyzing customer service calls
Understand the Open Systems Interconnection (OSI) Model
Install, provision, test and troubleshoot IP, Ethernet and Telephony hardware, connections and cabling
Assist Network and Telcom Engineers with requirement analysis, implementation, problem investigation and resolution
Conduct and validate all testing of Network and Telephony equipment
Assists in the analysis of the technical performance and reliability of systems against identified industry standards to ensure customer satisfaction
Responsible for implementing restorations and troubleshooting procedures for identifying, testing and diagnosing converged communication failures
Assists in the development of standards for converged communication technologies to aid troubleshooting efforts, training and total cost of ownership
Works with management, peers, and vendors to provide root cause analysis
Creation and maintenance of troubleshooting and operational documentation
Authors and peer-reviews knowledgebase articles documenting fault root causes and their respective resolutions
Provides and receives cross-discipline training to ensure maximum availability of systems
Communicates effectively verbally, and in written form
Carries and responds to off-hours communications device (Cell Phone)
Actively pursues opportunities as an individual, group member and group leader to improve processes
Ensures Service Level Objectives are met
Identifies and troubleshoots abnormalities to resolution using a range of diagnostic tools
Conducts problem analysis and provides management, team members, Subject Matter Experts (SMEs) or contracted vendors pertinent information, based on established escalation procedures
Executes a pre-defined portion of a comprehensive preventative maintenance program when called upon by direct supervisor
Prioritizes efforts based on established guidelines and direction provided by the management team
Responsible for enforcing the privacy rules pursuant to the Health Insurance Portability and Accountability Act of 1996 (HIPAA)
Responsible for maintaining and enforcing confidentiality and privacy rules pursuant to all applicable regulations
Complies with Mohegan Sun’s Change Management process and methodology
Provides on-call 24/7 production support for designated systems
Promotes superior customer service
Other duties as assigned