Essential Functions : Support our UK technical operations Answers all incoming calls and IT emails providing Level 1 support in a timely manner. Enters appropriate and usable data into CRM IT Technical Support Ticketing system. Provides troubleshooting assistance through the use of remote controls tools such as Proxy master and VNC Client to connect to customers for remote support. Interprets, analyzes, diagnoses, documents, and resolves Level 1 IT issues related to internally supported hardware and software within first call. Diagnoses and solves immediate complex questions and problems related to application software, operating systems, and antivirus. Installs, diagnoses, and resolves Level 1 problems for hardware, peripherals, and software systems. Manages internet security via Websense; adds and removes objects as well as manage permissions. Maintains Time Management system (Kronos); including configuring, installing, and troubleshooting malfunctions. Creates simple queries and runs pre-written stored procedures in SQL Server 2008. Performs basic administrative and security tasks for a variety of applications and software, including but not limited to MS Sharepoint, Great Plains, Kwiktag, DL Plus, Kronos, Active Directory, BrainShark, and Exchange. Provides outstanding customer service and responsiveness to all end-users across all locations. Guides users through step-by-step solutions. Assists users in operating IT equipment. Provides technical assistance and training, and recommends remedial actions, as needed. Escalates complex issues to different IT Teams, as necessary. Communicates resolution status proactively to ensure customer timeframe expectations are met or exceeded. Creates, assigns, and reopens tickets to appropriate IT Technical Support office. Follows-up on open tickets, unresolved tickets, scheduled hardware and software upgrades, systems level problems, tickets that are escalated to other departments, and non-urgent after-hours messages to ensure progress and completion of requests. Establishes and maintains strong working relationships with various Company departments and team members. May serve as resource to other team members in resolution of technical issues. May contribute to library of Knowledge Base articles. Education and Experience: High School Diploma or GED. Experience providing technical support for Mac and Apple products Strong communication skills with the ability to speak clearly and understand what is being said to them. Experience supporting international users over the phone and through live chat. Strong technical skills and experience supporting enterprise applications, such as Microsoft 365, Active Directory, SharePoint , Teams, OneDrive, and Mac OS. Ability to document knowledge articles for new problems that come up during the day to day. Show more Show less

Essential Functions : Analyzes, architects, designs, configures, installs, and manages enterprise network and network equipment. Maintains personal knowledge of network vendor technologies and associated software. Engages in technical administration of Cisco network equipment including routers, switches, access points, and controllers. Configures, monitors, and troubleshoots enterprise network equipment. Resolves complex issues involving a wide range of technologies. Assists other teams with installing and configuring Cisco Voice Gateways, Integrated Services Routers (ISRs), Cisco Unified Border Element (CUBE) routers, analog gateways, and any other infrastructure equipment. Works with carriers and configures/troubleshoots Internet, MPLS, SD-WAN and other WAN circuits and equipment. Mentors other network engineers who are junior to this position. Ensures network meets compliance standards, including PCI and HIPPA. Provides on call support required to bring production systems to operational states. Oversees diagnosis and troubleshooting activities; resolves technical problems that occur. Performs system administration functions necessary to support continuous day-to-day system operations Performs configuration management using Ansible, Solarwinds and other tools. Performs expansion, relocation, and consolidation of voice infrastructure for all corporate locations. Develops and maintains network documentation. Maintains involvement with other aspects of IT systems infrastructure by participating in Agile/Scrum process for the IT systems team. Maintains relationships with key contacts outside of own area of expertise. Responsible for providing root cause analysis for outages, and delivering SOPs. Performs other related duties and projects as business needs require at direction of management. Education and Experience: Bachelor’s Degree in Computer Science or related field of study. Minimum eight (8) years of experience with Cisco routers/switches/routing protocols and other network equipment. Experience implementing Cisco ISE Experience using Cisco DNA Center Experience with SD-WAN, preferred. Experience with SDN preferred. Experience or knowledge of networking in a VMware and/or Docker and/or AWS environment, preferred. Experience or knowledge of IaC and/or NaC, preferred. Experience or knowledge of Python and Ansible. Special Requirements/Certification: Cisco Certified Network Professional certification required Cisco Certified Internetwork Expert certification preferred. Show more Show less