Shoretel VoIP Engineer

Administration of ShoreTel VoIP solutions including Call Manager, Voicemail, voice switch, and Contact Center across LAN and WAN MPLS networks with the ability to troubleshoot as needed.

Assure high availability of Network Devices by consistent maintenance and control of key systems and Servers within the network.

Emergency support of all Network systems with 24X7 support of software and hardware. Troubleshooting and making repairs with uninterrupted attention until the systems are 100% back in compliance with production needs.

Field incoming support requests from end users via telephone and e-mail in a courteous manner with the ability to perform hands-on fixes at the desktop level while providing 24X7 support on a rotating basis.

Work with Team to develop, recommend, and troubleshoot all network equipment such as Routers, bridges, Firewalls, Switches, hubs and other network appliances.

Support the Cisco wireless system, including all devices, providing interruption free performance for the corporate office and all DC's.

Manage and control a variety of different network server applications such as Cisco VPN, Right Fax, VisiFax, and PSTN.

- 3+ years of experience in supporting network LAN/WAN systems in a business environment and support of MS based network computer technologies.
- Work with minimal supervision to assist the Manager of Network Operations in all matters pertaining to the network telecommunications, voice reliability, and uptime of network systems.
- Working knowledge of Network protocols, ShoreTel VoIP Technology, Active Directory, Cisco IOS, and Windows XP 2000/2003 server operating system.
- Ability to analyze and interpret information system proposals and to evaluate and develop alternative implementation plans.
- Ability to work well in a team environment along with excellent communication, facilitation, prioritization skills
- Proven analytical and problem-solving abilities to effectively prioritize and execute tasks in a high-pressure customer service based environment.
- Basic understanding of the 7 layers of the Network OSI reference model with the ability to troubleshoot issues.
- Ability to build rapport and elicit problem details from desktop support customers.
- Acts as Tier I/II line of support for network trouble tickets.