IT Operations 3 - Unified Communications

Job Summary:
The ITOP S3 position ensures efforts are in alignment with Business Technology Solutions, within OSUWMC IT, to support customer-focused objectives and the IT Vision, a collaborative partner delivering innovative ideas, solutions, and services to simplify peoples lives.
As a ITOP S3 you ensure maximum availability and functionality for IP Telephony operations. You are responsible for evaluating and implementing VoIP hardware and software as well as developing and implementing a call center technology strategy. Ensuring maximum availability of our communications facilities is your main responsibility.
While achieving availability and performance objectives by providing analysis, design, support, and implementing projects you are sure to be consistent with the company's policy and procedures.
Job Responsibilities:
Provide superior customer service utilizing a high-touch, customer centric approach focused on collaboration and communication.
Contribute to a positive team atmosphere.
Innovate and create value for the customer.
IP Telephony (Voice over IP) environment to ensure maximum availability and functionality for IP Telephony operations.
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Collaborate with colleagues to support company and departmental goals and objectives
Assists in the development and maintenance of network communications including work from home or disaster recovery agents
Document the companys existing systems architecture and technology portfolio; make recommendations for improvements and/or alternatives
Assist in the development and deployment of infrastructure solutions for networking, communications and VOIP
On call rotation as part of the Communications Team responsible for telephony system
Minimum Requirements:
Education: College diploma, 2-year technical degree in the field of Computer Science/Engineering or Information Systems or equivalent experience. Certifications are recommended.

Experience:
Minimum of 4 years of experience in managing and maintaining Cisco Telecom Infrastructure
Minimum of 4 years of experience in managing and maintaining Cisco Video Infrastructure
In-depth, hands-on experience with the following systems:
Cisco Expressway, Cisco Unified Border Element, Voice Gateways (VG224/VG310/VG400)
Cisco IOS Gateways with Media Gateway Control Protocol (MGCP) and Session Initiation Protocol (SIP)
Cisco Jabber, Cisco Mobile amp; Remote Access, Cisco Finesse, Cisco call manager, PCCE, Unity Connections
Knowledge of network and PC operating systems, including Cisco IOS, Linux, Microsoft and VMware.
Proven experience in systems and network configuration, development, and implementation.
Hands-on experience with scripting languages and automation.
Key Skills/Competencies:
Analytical, conceptual, and problem-solving abilities
Strong written and oral communication skills
Architecture and technical support documentation skills
Strong interpersonal and consultative skills
Ability to conduct research into emerging technologies and trends, standards, and products as required
Ability to present ideas in user-friendly language
Ability to execute tasks in a high-pressure environment
Training end users on how to use the technologies
Experience working in a team-oriented, collaborative environment

The following certifications are strongly preferred:
CCNA
The following certifications are a plus:
CCNA Voice