UCC Systems Administrator I

GCI Communication Corp•Anchorage, AK

13d

About The Position

GCI's UCC Systems Administrator I will p rovide technical and operational support and administration for one or more of the company’s Unified Communications and Collaboration (UCC) systems, including Enterprise contact centers, Enterprise productivity and project tools, and related applications. ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS: Troubleshoot incidents and problems. Perform routine configuration changes per change requests. Test routine software and hardware configuration changes following established change management processes and procedures. Maintain system, infrastructure, training, and support documentation for existing applications. Support senior staff with software and hardware patches, updates, and upgrades. Support DevOps Manager on design, installations and configurations, system testing, deployments, “Go-Lives” as well as post-Go-Live activities. Participate in the on-call support rotation. Self-directed, takes initiative, seeks out opportunities and innovative solutions. Continuously assesses and accepts risks and able to learn from mistakes. Excellent ability to work within a team where decisions and responsibilities are shared. Ability to accurately communicate information virtually (i.e., Teams), over the phone, and in-person in a clear and concise manner to a range of audiences. Ability to accurately read, write, and respond to business correspondence such as emails, chat messages, policies, procedures, reports. Ability to comply with IT industry best practices such as ITIL and Lean/Agile methodology. Ability to discern and resolve the root cause of problems in complex environments. Ability to use critical thinking skills to analyze the impacts of changes on systems and take the necessary steps to ensure successful implementation while minimizing impacts. Ability to support enterprise-wide communication and collaboration solutions such as ACD (Automatic Call Distributor), contact centers (e.g., Genesys Cloud), VoIP within the contact centers, and communication and collaboration tools (e.g., iAsana, Obeya, Atlassian Jira/Confluence). Knowledge of operating systems such as Microsoft (MS) Windows, Apple OSs, MS or Cloud server/VMs, as well as Android and Apple iOS. Knowledge of the telecommunications industry and telephony/ACDs desired. Knowledge of client/server, Cloud software, and Software as a Service (SaaS) environments, and reporting tools. Ability to train users in informal and formal environments. Ability to perform SLA monitoring and conflict resolution. Ability to manage, prioritize, and track multiple assignments and meet deadlines. Intermediate level knowledge of office productivity applications (e.g., O365, Jira, SharePoint, Microsoft Teams, etc.) Additional Job Requirements: This is an entry level position within the discipline. Receives general instructions on routine work and detailed instructions on new assignments. Work is closely supervised and reviewed for timeliness, accuracy, and following correct procedures. Support the Unified Communications and Collaboration (UCC) systems for the company, including contact centers.

Requirements

A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis
High School diploma or equivalent.
Bachelor’s degree in telecommunications, information technology/systems, computer science, or a relevant field.
Minimum of one (1) year of combined experience in systems support administration or an equivalent technical support environment.
Including a minimum of six (6) months of experience with telephony (e.g., PBX, ACD, VoIP, SIP Trunking), or related products systems administration.
Ability to accurately communicate information and ideas to others effectively.
Physical agility and effort sufficient to perform job duties safely and effectively.
Ability to make valid judgments and decisions.
Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
Must work well in a team environment and be able to work with a diverse group of people and customers.
Virtual workers must comply with remote work policies and agreements.

Nice To Haves

Telecommunications experience.
Relevant telecom industry or job specific certifications.

Responsibilities

Troubleshoot incidents and problems.
Perform routine configuration changes per change requests.
Test routine software and hardware configuration changes following established change management processes and procedures.
Maintain system, infrastructure, training, and support documentation for existing applications.
Support senior staff with software and hardware patches, updates, and upgrades.
Support DevOps Manager on design, installations and configurations, system testing, deployments, “Go-Lives” as well as post-Go-Live activities.
Participate in the on-call support rotation.
Application Support Troubleshoot and resolve customer incidents and problems.
Track, update, and resolve all issues via the ticketing and/or workforce management system.
Troubleshoot and resolve software and hardware incidents related to supported systems.
Perform and test routine software and hardware configuration changes following appropriate change management processes and procedures.
Support more senior/experienced staff with software and hardware patches, updates, and upgrades, as necessary.
Research and produce performance, productivity, and outage reports as needed.
Produce ad hoc reporting as requested.
Create and maintain system, infrastructure, training, and support documentation for existing applications where appropriate and post for internal consumption.
Application Development and Project Support Support DevOps Manager on design documentation.
Support DevOps Manager on the installation and configuration of hardware and software.
Support system testing, deployments, and system “Go-Lives”, as well as post Go-Live support.