Cisco Voice Technical Support jobs

Job Profile:

Reporting to the CTO, the successful applicant will be responsible and accountable to ensure the stability, integrity and efficient operation of all in-house technical infrastructure, including networks, servers, and cloud systems, while also providing technical solutions to end users as a high-level user support resource.

Job Responsibilities / Duties:

1. Leading the installation, configuration, maintenance and support of the organization(s) networks, systems and infrastructure by:

• Mapping and validating the existing technical infrastructure and assisting in the design and implementation of authorized upgrades and improvements on a scalable project-based basis, including for routing, switching and wireless components;
• Configuring, installing and maintaining network devices including firewalls, access points, and switches;
• Implementing, testing and supporting networking and security solutions;
• Assisting in the operation of master consoles to monitor the performance of networks and computer systems;
• Ensuring that the systems are running optimally and proactively anticipating and addressing system threats before they occur;
• Keeping up-to-date with the latest industry news pertaining to cybersecurity or infrastructure problems and flagging and identified issues to the CTO for resolution;
• Managing the local area network and internet connection, including ensuring all network and communication hardware and software is appropriately configured and running the latest patches, service packs and versions;
• Maintaining the network and data cabling and coordinating new installations or changes as instructed;
• Performing server and security audits, and ensuring appropriate system backup procedures and recovery processes are in place and adhered to;
• Acting as a high-level resource to the CTO and executive leadership pertaining to disaster recovery and continuity planning for all in-house technical infrastructure solutions;
• Creating technical system design models, specifications, diagrams, configurations and charts to provide end-to-end workflow and system transparency to executive leadership;
• Ensuring all systems are regularly serviced and maintaining appropriate documentation relating to system configurations and service records;
• Conducting ongoing research on the latest technologies relating to networks, systems and infrastructure in order to make recommendations to the CTO in support of keeping the overarching in-house infrastructure up-to-date and cutting edge relative to evolving business needs;
• Ensuring all server operating systems, databases and server software is kept up to date;
• Maintaining the IP phone system by ensuring appropriate system backups are applied, ensuring software is appropriately configured and up to date, and performing regular audits;
• Managing the businesses emails and cloud cloud-based services, ensuring industry best practices and security are in place;
• Managing and configuring network VLANs to properly segregate traffic on the network, and to manage access to sensitive information;
• Providing timely and accurate updates to the CTO.

2. To provide high-level (second/third level) user support by:

• Proactively working to ensure all end user devices are kept up to date with the latest operating systems and security updates and coordinating the deployment of company-wide software and critical updates;
• Acting as a high-level resource for the Information Technology Specialists to help resolve complex user problems and piloting advanced solutions as needed;
• Performing advanced troubleshooting of system operations for both hardware and software;
• Continually reviewing end user issues, concerns and I.T. Support experiences to identify any patterns or trends that can be used to inform system or infrastructure improvement actions in support of upgrading end-user I.T. experiences as a whole.

3. Other job duties and special projects as may be assigned by the Business Manager, CTO and/or the Human Resources Department.

Job Requirements:

• Post-secondary education in Computer Engineering, Network Engineering, and/or Electrical Engineering;
• Certification/designation in Microsoft Certified Systems Engineer (MCSE), Network+, Security+, or similar;
• Certification or education in cybersecurity would be considered a strong asset;
• 5+ years experience in a comparable Network Systems Engineer role;
• A strong technical background with experience in the administration of Windows Server environments and networks;
• Critical troubleshooting skills across servers, networking, and virtual environments, with experience in outage management;
• Strong attention to detail and abilities pertaining to log analysis and performance tuning;
• Proven experience in the design, implementation and support/maintenance of network and security frameworks and solutions aligned with industry best practices;
• Strong understanding of I.T. security principles including patch management, endpoint/server hardening, access controls, etc.;
• Ability to work in a hands-on capacity to diagnose and resolve complex technical issues;
• Solid understanding and hands-on experience with networking, switches, VMware vSphere/vCenter/ESXi Host Service Infrastructure;
• Experience managing the VM lifecycle including provisioning, cloning, snapshots, performance tuning, etc.;
• Extensive experience in Microsoft Servers, Active Directory, Azure Active Directory (hybrid identity), and Office 365;
• Experience with Active Directory management including but not limited to group policy (GPO) design and troubleshooting, DNS/BHCP, identity and access management (OU design);
• Experience with PowerShell scripting for automation and administration;
• Solid understanding of server patching, lifecycle management, and OS hardening;
• Practical experience with the administration of NetApp storage systems or similar;
• Strong knowledge of NFS / iSCSI datastores for VMware, Volumes, LUNs, snapshots, replication, etc.
• Experience administering Veeam Backup and replication;
• Experience with backup job configuration, monitoring and troubleshooting;
• Practical experience with restore scenarios including file-level restores, VM restores, instant recovery, etc.;
• Experience with Cloud backups including Azure, AWS, Wasabi, etc.;
• Extensive experience in network and data cabling;
• Experience with capacity planning and resource allocation;
• Experience working with Cisco Firewall Switches, Wireless Access Points, and VPN;
• Experience working with Cisco Meraki dashboard, configuration of switches, firewalls, content filtering and threat protection, and wireless access points;
• Experience with the configuration and troubleshooting of VLANs, Routing, DHCP, VPNs (BOVPN / site-to-site VPNs / Mobile Client SSL), etc.;
• Proven ability to manage multi-site networks (head office & satellite locations);
• Experience supporting Avaya phone systems or similar VoIP systems including user provisioning, call routing, and troubleshooting;
• A basic understanding of SIP / VoIP networking and QoS for voice traffic;
• Hands-on experience managing WatchGuard Firebox appliances;
• Experience with firewall administration including configuration and maintenance using Fireware Web UI, WatchGuard System Manager (WSM), as well as policy creation and management (packet filtering policies and proxy policies), etc.;
• Experience with both Microsoft and Apple systems;
• Proven ability to meet deadlines;
• Excellent written, oral and telephone communication skills;
• Strong documentation skills (runbooks, diagrams, SOPs);
• Able to communicate clearly in user-friendly language with both technical and non-technical stakeholders;
• Exceptional multi-tasking abilities and prioritization skills across multiple systems simultaneously;
• Experience supporting distributed environments and remote sites;
• A team player who is able to work effectively under pressure;
• Strong problem-solving ability with a proactive mindset (not just reactive support);
• A high level of confidentiality and professionalism at all times;
• Able to thrive in a fast-paced environment;
• Willing and able to travel between offices as needed;
• Must have a valid license and regular access to a vehicle.

If you are qualified and interested in this position, please submit your resume via email to the attention of Human Resources.

Our organization welcomes applications from persons with disabilities and, in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), accommodations are available on request for those who require disability supports while taking part in all aspects of the selection process.

Pay: $85,000.00-$95,000.00 per year

Benefits:

• Company events
• Company pension
• Dental care
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care

Work Location: In person