Job Type Full-time Description Colossal Contracting, LLC is looking for an IT professional to provide Tier II support for our Network Operations Center supporting multiple government customers sitting out of our Peachtree City, GA office. The ideal candidate will possess a strong background in Cisco technologies with a focus on Communication Manager and the supporting product suite applications. Webex calling knowledge is plus but not required. The ability to work remotely as a team member is critical to the success of this role. Escalations are available to assist, however it is preferred that the individual in this role be able to accept and close 85% or more of the tickets they interact with. A focus on customer experience and satisfaction is critical to the overall success of the NOC team as well as the individual in this role. Mentoring other team members as well as the ability to effectively document knowledge in a way that moves the entire team and customer forward. Essential Duties & Responsibilities
- Work in the Network Operations Center monitoring customer networks and lead a team of technicians.
- Provide superior customer service by being courteous, knowledgeable, and professional.
- Troubleshoot a wide range of technical issues for government customers including but not limited to:
- Network connectivity
- User access controls
- Password resets
- Hardware troubleshooting
- Break fix
- Data collection
- Microsoft Windows issues
- Outlook and Exchange
- Troubleshoot network issues across a wide range of routers and switches.
- Utilize the trouble ticket system to log all requests and activities including documentation of special requests and customizations considered important for future support
- Knowledge and experienced with Layer 1 and Layer 2 troubleshooting and practice
- Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests
- Monitor the operational support systems to proactively identify service impacting events relating to IT, network, and facility conditions.
- Escalate problems to the appropriate engineering disciplines within the organization as required to achieve resolution.
- This position may require the individual to work nights, holidays and weekends as well as be on-call when required.
Requirements
- Extensive CUCM, CUC, CCX, CER, and supporting Cisco product knowledge
- Understanding of Cisco UCS and ESX settings for basic system operation
- Detailed knowledge of Cisco ios configurations
- SIP, PRI, and analog PSTN connectivity troubleshooting and configurations
- Knowledge of MGCP and SCCP at a level that allows effective troubleshooting
- CCE knowledge a plus
- Ability to obtain a government security clearance.
- CCNP Collaboration, CCNA route switch preferred
Travel Travel would not be required for this opportunity. Position Type/Expected Hours of Work This is a full-time position working 8:30am-5pm Monday-Friday while being on call periodically. Job Type: Full-time employee of Colossal Contracting. Benefits Offered
- Competitive base salary ranging from $100-$140k based on experience with flexibility for more highly qualified candidates.
- Education/Certification reimbursement
- 100% Employer paid Health, Vision, Dental insurance for Employee
- 401k
- PTO
Colossal Contracting, LLC is a Service-Disabled Veteran Owned Small Business (SDVOSB) who takes pride in supporting our CUSTOMERS and COUNTRY. For the last 15 Years our mission is to provide our customers with groundbreaking solutions and support in all aspects of our services. Colossal is a company built on military core values and committed to the success of our customers and employees. If you are looking for an exciting opportunity to be part of something greater than yourself then submit your resume for your chance to be part of the team/family. Check Us Out : www.Colossal-LLC.comQualified candidates please send resumes to Joseph Gros at ...@colossal-llc.com Salary Description $100,000 to $140,000