Assists in resolving support requests related to the network and telecommunication needs of the organization, meeting customer satisfaction and continuous service delivery demands. These individuals work in a dynamic, fast-paced environment, providing services over the phone, through e-mail, in person and self-service. Completes routine and detailed work assignments. May assist Network Administrators with regular maintenance work on advanced Cisco Network and VoIP Infrastructure. Exercises some judgment. Refers more complex duties and tasks to senior team members. Job Responsibilities Assists with the support of IP Phones, Voicemail and other telephony equipment on the network (Cisco UC phones, Analog devices, video endpoints). Effectively responds to end user requests (in person, by telephone, via email or remote control) for routine provisioning changes in Cisco Call Manager environment (new/replacement IP phones, name changes, line additions, call forwards, voicemail, etc.). Maintains network and IP phone equipment inventory and asset configuration documentation. Processes RMAs for failed network and IP phone equipment. Provides end user training on use of IP phone services as needed (phone features, voicemail, chat). Monitors and troubleshoots connectivity to printers and computers. Escorts external IT vendors performing physical work in the environment. Assists Network Administrators with planned maintenance of Cisco Network and Call Manager environment. Participates in On Call Rotation 24/7. Organizational Responsibilities Adheres to all organizational policies and procedures. Executes all tasks and behaves in a manner consistent with a culture of compliance, safety and a high reliability organization; behavior supports the organization's core commitments of Integrity, Service, Respect, Teamwork, Excellence, and Innovation. Education High school diploma, General Equivalency Diploma (GED) or higher required. Associate's degree in Computer Information Systems or related field preferred. Licensure/Certification/Registration None required. Cisco CCNA Routing and Switching preferred. Work Experience A minimum of 2 years' relevant experience required. Experience supporting networks in a 24/7 environment preferred. Cisco VoIP support experience preferred. Skills and Attributes Requires critical thinking skills, decisive judgment and working under minimal supervision. Must be able to work in a stressful environment and take appropriate action. High level of analytical and problem solving skills is required. Customer-oriented interpersonal skills required to work effectively with a wide variety of individuals are required. #J-18808-Ljbffr