Robert Half Network Services Engineer in SAN RAMON, California
Network Services Engineer
We are looking for a person who will be a part of an elite team of network engineers focused on making our businesses successful and focused on continuous service improvement. As an Audio Video Network Engineer, you will use your knowledge and expertise to help drive seamless conference room product delivery and technology direction for the Shared Services Team. You must possess a unique blend of technical, customer service and out-of-the-box problem solver. Be proficient in Agile methodologies, to plan, perform and execute work. Prior experience in deployment and providing specialized technical support for Microsoft O365 Teams, Ring Central, Exchange, Conferencing Hardware, End User Peripherals, Client laptops and tablet devices and other systems that support the management, delivery and security within the enterprise is required. This includes producing technical documentation and knowledge transfer to other team members.
Specific responsibilities will include:
Answer incoming Hotline calls and create or edit ServiceNow / Help Desk tickets for each incident. Each incident must be correctly classified and clearly documented and assigned to the appropriate NSE operational queue.
Perform intermediate level support for incidents as they are received via the hotline including initial assessment, troubleshooting and resolution as able.
Escalate issues to level III and level IV as required.
Monitor system tool's incoming group email to generate new service incidents as received. Each item must be clearly documented and assigned to the appropriate Network Services Queue.
Monitor operational system tools for incoming alerts via all methods to perform service analysis, report upon trending data and generate new support service incidents while maintaining KB database.
Process intermediate level support requests for voice and data incidents based on monitoring events. Manage & monitor all aspects of the delivery and implementation process of support fix to completion.
Communicate with users via telephone or email as required. Communicates status of ongoing open items to appropriate team members and management.
Maintains the documentation of circuit
Responsible for complex edge site KTLO Design Enhancement implementation. Performing DATA and VoIP service upgrades and patches reviewed by NSE team while documenting the process of applying patch or upgrade.
Bachelor's degree or equivalent experience
4+ years' IT experience with CCNA or 3+ Years Networking experience or CCNP
3+ years' experience in the following:
Intermediate level analytical skills to identify problems and troubleshoot resolutions
Knowledge of Spanning Tree, VLAN’s, VTP, Trunking protocols. VoIP, L2 cabling standards, FW access list and security group policies, Monitoring tools
Ability to perform complex edge site VoIP support and implementation. Perform service upgrades and patches review by NSE team while documenting the process of applying patch or upgrade.
VoIP System include but are not limited to: User Communications devices, VoIP Telecom switches, Telecom Distributed Management systems, circuit databases, VoIP applications and plug-ins
Ability to perform complex edge site ViVO support and implementation. Perform service upgrades and patches review by NSE team while documenting the process of applying patch or upgrade.
ViVO System include but are not limited to: Teleconferencing systems and services, Skype for Business services, CaaS & SaaS based services
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Robert Half International Inc. is an Equal Opportunity Employer. M/F/Disability/Veteran
As part of Robert Half’s Corporate Services facility employment process, any offer of employment is contingent upon successful completion of a background check.
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You may apply for this position by email or regular mail. Please send your cover letter and resume to:
2613 Camino Ramon
San Ramon, CA 94583-9128
CA SAN RAMON CORP