Systems Engineer - UC

Konica Minolta Business Solutions, U.S.A., Inc.•Columbus, IN

9d•Remote

About The Position

The primary focus of the Systems Engineer position is to provide technical knowledge, inbound client trouble explanation and resolution, receiving existing ticket escalations and performing remote UC and telecom service turn-ups for multiple clients.

Requirements

3 – 5 years of experience. BA or BS degree or equivalent combination of relevant education and experience
At least one of the following industry certifications is required: CCNA with Specialization (Security, Voice, Wireless) VMware Certified Professional (VCP)
Basic understanding of and practical deployment experience in Virtualized environments (VMware and/or Hyper V preferred)
Successful experience designing, installing and supporting networks in multiple environments for multiple clients.
Basic understanding of and practical deployment experience of Firewall appliances and services (Cisco ASA and/or SonicWall NexGen models highly preferred)
Basic understanding of and practical deployment experience of the following protocols and networking services: TCP/IP, DNS, VPNs (Site to Site, Client to site and SSL), VLANs, ACLs, Routing, Layer 2 & Layer 3 Switching.
Advanced understanding of and practical deployment experience of client switching infrastructure including tagging VLANs
Advanced understanding of WLAN and wireless security concepts
Demonstrated experience implementing IT projects.
Advanced VoIP and Basic Linux administration considered a must have
Strong computer analysis and diagnostic skills with the ability to implement quick and effective solutions to network problems
Strong interpersonal and relationship-building skills conducive to team development
Proven ability to operate productively in a virtual office environment, delivering reliable follow-up and using off-site connectivity and wireless communications tools.
Proven troubleshooting and diagnostic skills
Ability to communicate with users over the phone and provide remote support and using a variety of remote support tools
Must be a detail-oriented self-starter – function autonomously, with minimal supervision
Strong team player
Excellent verbal and written communication skills. Able to explain technical issues in clear and understandable language
Strong customer service orientation
Demonstrated dedication to consistent quality

Responsibilities

Project Implementation Lead (client turn-up) – the SE will lead the successful deployment of UC projects for our clients including but not limited to the installation, refresh and/or upgrade of Session Border Controllers, switching environments, virtualized environments, network infrastructure, hosted services, disaster recovery systems and/or processes and workstations.
Maintain a continuous relationship with project managers or project coordinators on status of client installations and overall project status. This will require excellent ticket notes that are kept current and overall verbal and written awareness of issues to resolve
Escalation - Provide subject matter expertise to diagnose and remedy server, network and complex end user issues that are escalated by other team members. In turn, follow the escalation process when needed to escalate issues.
Proactive maintenance, analysis, design, development, documentation, and testing of client network environments through remote work utilizing necessary independent judgment and discretion
Participate in and take the lead on technical discussions with clients and client stakeholders that impact the client’s business continuity and growth.
Introduce new network related technology trends, make recommendations and develop plans for the future of the client’s network infrastructure.
Provide on-the-job training for the UC SOPs and technology in general to other members of the field engineering team that are performing UC installations
As per reasonable effort, document the client’s network environment and supporting material that ensures consistent quality remote support by any member of the UC team
Timely escalation of issues that prevents the SSE from performing the above job functions.
Participate in the on-call rotation for the UC division that may include off hours remote work