Job Abstract

The Technical Service Delivery Versatilist will provide support for various networked components, workstations, and printers. In this role, you will be responsible for the implementation and support of a 24 x 7 environment for networked equipment, workstations, printers, and related software.

Duties and functions include, but are not limited to the following:

• build, installation, performance monitoring, optimization, troubleshooting and maintenance
• participate in the rotational after-hours 24x7 on-call support
• other assigned tasks as needed by departmental requirements

1. Ability to analyze complex end-user business needs and devise effective cost efficient recommendations.

2. Demonstrated ability to write clear, precise, detailed, comprehensive, and grammatically correct letters, memos, reports, policies and procedures.

3. Interpersonal skills to work effectively with staff, faculty and administrators.

4. Ability to research and test new technologies and processes

5. Hands-on data networking skills required including; IP & Ethernet routing and switching based network design, testing and implementations with in-depth knowledge of the OSI seven layer model and in depth familiarity with industry protocols including OSPF, HSRP, EIGRP, BGP, TCP/IP, 802.1x, IPSec, Radius, TACACS+ and alike

6. Experience in using network protocol analyzers and sniffers such as WireShark, Fluke tools and has ability to decipher packet captures

7. Working knowledge of Voice/VoIP and Wireless platforms required; Soft switches, Communications Manager, Unity, Unity connection, Voice Gateways, Feature Servers, Application Servers, Media Servers, IADs, and Wireless devices etc.

8. Experience and knowledge of IEEE 802.11 wireless standards, CISCO and Aruba wireless controllers

9. Experience in Voice and Wireless services including SIP Trunks, Unified messaging, Conferencing, and Integrated Access services

10. Support systems for network management including a working knowledge of Voice technologies. IP switching and routing architectures supporting VoIP and ISP services

11. Proficiency working with VLAN, VRF, HSRP, Port Security, Traffic Shaping, Priority Queuing, Class of Service (CoS)

12. An understanding of different cabling types: Multimode fiber, single-mode fiber, LC versus SC, 10/100/1000BaseX, Cat5, Cat5e, Cat6, RJ45, RJ11

13. Experience using troubleshooting tools: traceroute, ping, mtr, nmap, netstat, ipconfig/ifconfig, iperf

14. Understand and apply IT Engineering Lifecycle methodology and practices

15. Knowledge of ISS Microsoft Office products (O365, Office 2016, Outlook, Exchange and OWA)

16. Understanding of project plans, presentations, procedures, diagrams and other technical documentation

17. Establish standards and procedures for best practices, enabling commitments to established SLA’s.

18. Understanding of various Desktop Management Systems such as anti-virus software, patch management and software delivery

19. Ability to train, delegate and review the work of staff members.

20. Knowledge of cloud computing (Box, OneDrive)

21. Knowledge of standard desktop imaging; MDT, ISO’s, and SCCM

22. Knowledge of VPN remote software and RDP setup.

23. Knowledge of Windows and Citrix based printing

24. Understand ITIL overview and tier structure support using ticket tracking system (Service-Now)

25. Knowledge of Apple OSX and iOS operating systems and platforms

26. Knowledge of virtualization technologies (Citrix XenApp, XenDesktop, VMWare, HP Device Manager)

27. Knowledge of IT Security applications (Cisco AMP, Aruba OnGuard, DUO, Checkpoint Encryption and USB Whitelising)

28. Must have a valid driver and have reliable transportation

29. Must be able to lift up to 30lbs

30. Ability to walk comfortability for a minimum of three hours a day

31. Knowledge of telecom technology and basic troubleshooting with telecom endpoints

32. Knowledge of Microsoft Networking, Active Directory,AD Group Policies

33. Strong knowledge of Windows Security, SSL certificate, TLS configuration, SMB code signing, and PKI infrastructure

34. Encryption protocols (data in motion & at rest)

35. Experienced with Microsoft Windows 2008, 2012, 2016, and 2019 Server, Windows 7, 10, 11

36. Knowledge of Microsoft SQL server

37. Experienced with virtualization platforms such as VMware and Microsoft Hyper-V

38. Experience with Microsoft Azure cloud

39. Experience with windows clustering

40. Experienced with HP Proliant server