Job Seekers, Please send resumes to resumes@hireitpeople.comInt. type- Both Phone and In Person.
Complete Description: **candidates local to the Salem, VA area strongly preferred.
**initial interview may be a phone interview but ALL candidates selected must come to Salem, VA for a personal interview.
**work will be extended beyond 6/30/16
Position responsible for technical support at Customer Service Center (CSC) locations in Salem, VA and Fairfax, VA, as well as statewide Residency and emergency staff. This position will be working from the Salem Transportation Operations Center office.
This position will be providing technical support at the CSCs in Salem and NoVa. Position is responsible for providing technical support to include, administering out of scope servers – physical/virtual infrastructure, Windows/Linux OS, ADUC, SQL Databases, network switches/routers, Avaya environment, to include installation, configuration, maintenance, including patching and monitoring, as well as creating architectural diagrams, system documentation and other procedural documents. Work closely with CSC Business owners and IT Systems Engineering Manager. Also responsible for backup and recovery, support for the Avaya Elite Multichannel, network analysis and diagnostic utilities and experience in command line scripting and PowerShell. Detailed Duties include: Ability to define and run reports using the Avaya Call Management System (CMS), to design and manage call flows, to manage users of Avaya CMS, WFO, Microsoft Dynamics and SharePoint services, to configure and support the One-X-Agent (remote call center agent) software. Candidate will work with the VDOT CSC, Residency, and Emergency call-taker staff to set-up remote agent workstations and phones for daily operations and severe weather events (including Avaya One-X Agent and Elite Multichannel software and external phone systems). Candidate should have the ability to translate and describe technical issues in easy-to-understand terms for consumption by all stakeholders. Ability to troubleshoot analog, VOIP phone problems and manage SIP trunks.
Ability to design, implement, and troubleshoot system backup and restore operations. Troubleshoot and resolve call routing problems. Ability to manage, monitor and troubleshoot LAN/WAN connections. Ability to configure IVR and automated attendant systems (hosted & internal), to provide technical support for a variety of business applications, including IE, Avaya Elite Multichannel (EMC), Avaya One-X Agent, Avaya/Verint WFO, Customer Service Center (CSC) 2.0 and Asset Mgmt. System (AMS). Ability to provide remote support for the NOVA CSC, Remote CSC & Residency staff, and emergency call-takers. Ability to perform Root Cause and Post-Mortem analysis and reporting. Ability to support the training of call-takers and system users statewide. Responsible for implementing and maintaining database servers that are OOS to VITA/NG. Ability to provide 24/7 support for call center operations (server & desktop support).
System Equipment Knowledge:
- Cisco network switches, routers, & firewalls
- VMWare vSphere (including vCenter & vSwitch technologies)
- SAN & NAS systems (Dell preferable)
- Avaya Aura Communications Manager (CM)
- Avaya Enterprise Survivable Server (ESS)
- Avaya Elite Multichannel (EMC)
- Avaya Call Management System (CMS)
- Avaya System Manager (SMGR)
- Avaya Session Managers (SM)
- Avaya G450 Gateways
- Avaya Session Border Controllers (SBC)
- Avaya/Verint call and screen recording and workforce optimization systems (Witness, Quality Monitoring, etc.)
- IVR systems (internal & hosted)
- Windows & Linux (RHEL, CentOS, Debian/Ubuntu) servers
- Web servers (Apache, Apache Tomcat, & MS IIS)
- Email servers (Exchange, SquirrelMail, Postfix, etc.)
- DNS servers (BIND & hosting provider-based)
- Database servers (MSSQL, MySQL, AmandaDB, Postgres)
- Active Directory & Samba file-sharing/authentication servers
- Syslog servers (Syslog-NG)
Experience:
- Experience creating systems and procedural documentation
- Experience creating end user documentation for routine tasks
- Experience providing local and remote technical support in a call center environment (preferred)
- Experience providing technical support for Avaya Elite Multichannel (EMC)
- Experience working with system owners to define system functional requirements
- Experience developing backup and recovery strategies using a variety of tools/techniques
- Experience with network analysis and diagnostics utilities (WireShark, TShark, NMAP, Fiddler2, etc.)
- Experience with project management (preferred)
- Experience with command line scripting & system automation in Windows & Linux environments (preferred)
Skill | Required / Desired | Amount | of Experience |
Windows 2008, 2012 server administration, DNS, Active Directory, Email servers (Exchange, SquirrelMail, Postfix, etc.) | Required | 5 | Years |
Cisco network switches, routers, & firewalls | Required | 5 | Years |
VMWare, vSphere (including vCenter & vSwitch technologies) | Required | 5 | Years |
Avaya Aura Communications Manager, Enterprise Survivable Server, Elite Multichannel, Call Management System, System Manager, Session Managers | Highly desired | 2 | Years |
Avaya G450 Gateways, Session Border Controllers, Avaya/Verint call and screen recording and workforce optimization systems | Highly desired | 2 | Years |
Web servers (Apache, Apache Tomcat, & MS IIS) | Required | 5 | Years |
Experience creating systems and procedural documentation, and end user documentation | Required | 5 | Years |
Experience providing local and remote technical support in a call center environment | Required | 2 | Years |
Experience working with system owners to define system functional requirements | Required | 2 | Years |
Experience with network analysis and diagnostics utilities (WireShark, TShark, NMAP, Fiddler2, etc.) | Required | 2 | Years |
Experience with command line scripting & system automation in Windows & Linux environments | Highly desired | 1 | Years |
Experience providing technical support for Avaya Elite Multichannel (EMC) | Highly desired | 2 | Years |
Experience with SAN & NAS systems (Dell preferable) | Required | 2 | Years |
