Serves as an escalation point for Tier 2 Operations team members, working tickets and creating or modifying knowledge base articles.
Installs and configures systems according to design specifications.
Assists with analysis, troubleshooting, repairing and performance tuning of complex systems and hardware components.
Supports the ITIL Service Transition process ensuring new and modified services are appropriately documented and Operations personnel (Service Desk and L2 Operations) are informed and trained.
Supports testing and evaluation of technologies under review.
Plans, documents, and implements software patches and upgrades for infrastructure components.
Actively monitors the environment and appropriately assigns problem tickets, incidents, and schedules reviews to determine support needs for existing and new systems.
Provides technical support and 24X7 incident response.
Assists with root cause analysis on failures resulting in downtime or performance outside of service level agreement tolerances.
Assists with the development and ongoing support of annual infrastructure performance and capacity reports.

Bachelor's degree or 2 years of relevant experience in related field required.
Previous work experience with an infrastructure specialization
Intermediate level certification (RHCSA, CCNA, MCSA, VCP, VCAP, VCDX, CWNA, EMCSA, ACIS, CCP) or intermediate level storage certification (4 years experience can substitute certification requirement) preferred.
ITIL certification within 6 months of hire.
Must be able to communicate effectively in English (Verbal/Written)
Previous experience with mobile telecommunications provisioning and troubleshooting
Previous experience with syslog and call detail records
Previous experience with telecommunications alarm management platforms and remote monitoring experience preferred.
Previous experience with RIGHTFAX, Ethernet, Internet Protocol, Routing, and QoS preferred.

Infrastructure Engineer – Unified Communications

About this role