Infrastructure Technician - UC
- Provides technical phone support for employees of corporate customers in a Cisco Systems based calling environment.
- Administers the day-to-day operations of support.
- Manages escalation procedures and ensure service levels are maintained.
- Oversees the work of vendors or maintenance staff to ensure that all reported issues are resolved or properly triaged (not day to day but project based when needed).
- Adheres to information security policies and best practices by limiting user system access based on business need-to-know.
- Immediately reports any potential security concerns to team leader.
- Utilizes trouble-ticket system to keep detailed transactional records of communication, problems, action taken, and mitigation or resolution updates.
- Performs project related tasks assigned by Project Manager.
- Tracks and monitors all assigned outstanding issues.
- Develops job aids, knowledgebase articles and foundational excellence documents for all key and common processes and procedures.
- Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
- Supports and conducts self in a manner consistent with customer service expectations.
- Trade School Certificate or Associate Degree in related field preferred.
- Hands on experience supporting Cisco System calling environment required
- Hands on experience with Analog wall frame environments a plus (66 & 110 blocks)
- Basic PBX experience preferred
- Knowledge of basic computer and networking hardware and maintenance
- Strong diagnostic and problem-solving skills
- Detail-oriented and dedicated to excellence and customer satisfaction
- Excellent written and verbal communication skills; ability to translate complex technology concepts into user-friendly terms
- Exceptional organizational and time management skills; able to manage multiple priorities in a fast-paced environment
- Must have transportation to be able to travel from site to site within North East Ohio
- Strong working knowledge of Microsoft Office.
- Computing Technology Industry Association (CompTIA) A+ a plus
- Any Vendor based certification for PBXs being supported
- Strong technical and customer interaction skills.
- Self-starter with excellent organizational, administrative and interpersonal skills.
- Ability to follow through with tasks, projects, and troubleshooting with minimal supervision.
- Outstanding oral, written, technical, and business communication skills.
- Superb customer service skills.
- Ability to multi-task and work in fast paced environment.
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