Network Support Specialist

Reports to: Operations Center Manager

The Unified Technology Systems Operations Center Network Support Specialist is responsible for high level customer communication, basic Tier 1 network based troubleshooting (QOS, VLAN, etc.) for (including but not limited to) VoIP phones, enterprise access points, paging, firewall, and A/V over IP equipment. Representative must be able to speak pleasantly and professionally under stressful situations with customers and on-site technicians.

Essential Functions

Shortel Phone Support

  • Connectivity issues
  • Workgroup reconfiguration issues
  • Voicemail issues
  • System down issues
  • Licensing locked up issues
  • Upgrades of firmware and software
  • Add/Delete devices
  • License management
  • Work with customer service providers
  • Troubleshooting with SIP and PRI configurations
  • Consulting with customer on DID moves – also verification
  • Escalation to tier 2 and 3 manufacturer support

Aruba Access Points Wireless Systems

  • Troubleshoot with client IT for AP issues (lack of coverage or off-online)
  • Checks configuration of the APs
  • Customer calls when they can’t remember password – changing authentication type
  • Escalation to tier 2 and 3 manufacturer support

Shoretel, Aruba, and Valcom Paging

  • Programming phone systems issues
  • Network troubleshooting – QOS and VLANs
  • Valcom paging solution – networking and tying into phone system problems
  • Troubleshooting server deployments for security servers as needed – when complex networking involved

SonicWall – Firewall Maintenance and Support Contracts

  • Firmware updates
  • Troubleshooting of ports
  • Troubleshooting VPN management and passthrough to specific devices
  • Initial setup and configuration of firewall – on-site implementation

General Functions

  • High vo
  • lume Data entry
  • High volume Microsoft Outlook and Microsoft Lync/Skype
  • High volume phone interactions with customers
  • Tier 1 troubleshooting skills
  • Case entry into Netsuite
  • Customer research into specific jobs for information related to service work needed
  • Monitors online case entries by customers
  • Monitors case status and follows up with appropriate internal parties for case status
  • Takes initiative to learn Netsuite and its workflow

Universal Responsibilities

  • Represent UNIFIED in a positive and professional manner at all times.
  • Productively interface with all team members and project stakeholders – internal and external.
  • Understand and follow UNIFIED policies and procedures.
  • Proactively identify and discuss ideas to improve policies and procedures.
  • Demonstrate respect to co-workers, customers and vendors.
  • Take responsibility for your own actions and activities.
  • Promptly reply to all email and voicemail communications, including outside of standard work hours when required
  • Complete timecards daily.
  • Keep work area clean and free of clutter , to include (where applicable) office space
  • Keep all scheduled activities current in your UNIFIED MS Outlook calendar.
  • Be respectful in the care and handling of all company and client owned resources
  • Occasional travel required

Requirements and Qualifications:

  • 3 years’ experience with network trouble shooting and configuration
  • Understands VPNs, ports, routing and protocols
  • CCNA preferred
  • Intermediate experience with VOIP and Phone Systems
  • IT/networking help desk experience
  • Knowledge of AV systems preferred
  • Strong PC applications skills
  • Working knowledge of Microsoft Outlook, Lync/Skype
  • Must be able to effectively communicate with Service Team members and customers in a professional manner
  • Strong organizational and time management skills
  • Strong verbal and written communication skills
  • Strong ability to multi-task
  • ShoreTel tech support certified – preferred (will need to be completed within TBD timeframe)
  • Aruba Instant Access Points certified – preferred (will need to be completed within TBD timeframe)

Network Support Specialist Job Application