***This position is located in Raleigh North Carolina. Remote work will be allowed, but the candidate will need to be onsite for a majority of the work.Description:The client is seeking a resource to work with the Network Services Team. Network Services uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Proactively promotes positive customer relationships and mentors’ others to ensure client satisfaction and organizational success. This position takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems. This position serves as the lead and primary contact providing leadership and assistance for the statewide client telephony services to the associated field offices. This position will provide support and configuration of the telephone equipment as well as adding, modifying, and deleting users, adding services, installing lines and moving users.This position’s primary purpose will be to manage the telephony efforts (moves, adds and changes) of the client, and to work with our partner client as a liaison to help them in the design, installation, testing, maintenance, upgrade, route tickets, and troubleshooting of the telephony systems. This position is responsible for site surveys and design of field telephony infrastructure for the client. This employee will serve as the escalation contact for all telephony issues. The secondary purpose will be to assist with computer network field infrastructure as needed.This request is to help support the high number of telephone requests/incidents required for the statewide efforts.Responsible for technical knowledge and hands on support installing, testing, troubleshooting, maintaining, and upgrading telephone infrastructure cabling and equipment for the client. Leading telephony incident and problem resolution through the client Helpdesk (ServiceNow), client management or other on-site contacts. Provides call reporting and changing of the client telephony configurations (move, add, change, delete) such as “user skills” related to the phone system. Will research and consult on communication problems with other IT professionals and update management on status as needed.Ability to lead projects that require working with multiple teams and with some latitude on actions or decisions. Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success. Provides status on project work to management.This position is responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for. This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually. Documentation will also be used by this position to train users in the field on new phones and the features that they have.It is the responsibility of all staff to be aware of client (PCI, HIPPA, etc…) security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved. This position is responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.Skill - Required / Desired - Amount of ExperienceServes as the primary contact and an escalation contact for the client telephony services. - Required - 7 YearsBasic telephony systems configuration, troubleshooting and responsible for generating reporting. - Required - 7 YearsProvide training to non-technical users in the field on telephone systems. - Required - 7 YearsAbility to research and consult on communication problems with other IT professionals. - Required - 7 YearsAbility to organize and follow simple to moderately complex and/or detailed technical procedures. - Required - 7 YearsDocumenting process and procedures related to technical field support activities. - Required - 7 YearsDemonstrates knowledge and a working experience with ServiceNow call tracking system. - Required - 7 YearsAbility to effectively communicate with external partners (AT&T, CenturyLink, etc.) to provide guidance on infrastructure needs. - Required - 7 YearsNotes:Remote work will be allowed, but the candidate will need to be onsite for a majority of the work.STATEWIDE TRAVEL REQUIRED As a contractor the selected candidate will have to use their own vehicle, client vehicles are not permitted to be driven by contractors.VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
Description:The client is seeking a resource to work with the Network Services Team. Network Services uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Proactively promotes positive customer relationships and mentors’ others to ensure client satisfaction and organizational success. This position takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems. This position serves as the lead and primary contact providing leadership and assistance for the statewide client telephony services to the associated field offices. This position will provide support and configuration of the telephone equipment as well as adding, modifying, and deleting users, adding services, installing lines and moving users.This position’s primary purpose will be to manage the telephony efforts (moves, adds and changes) of the client, and to work with our partner client as a liaison to help them in the design, installation, testing, maintenance, upgrade, route tickets, and troubleshooting of the telephony systems. This position is responsible for site surveys and design of field telephony infrastructure for the client. This employee will serve as the escalation contact for all telephony issues. The secondary purpose will be to assist with computer network field infrastructure as needed.This request is to help support the high number of telephone requests/incidents required for the statewide efforts.
Responsible for technical knowledge and hands on support installing, testing, troubleshooting, maintaining, and upgrading telephone infrastructure cabling and equipment for the client. Leading telephony incident and problem resolution through the client Helpdesk (ServiceNow), client management or other on-site contacts. Provides call reporting and changing of the client telephony configurations (move, add, change, delete) such as “user skills” related to the phone system. Will research and consult on communication problems with other IT professionals and update management on status as needed.
Ability to lead projects that require working with multiple teams and with some latitude on actions or decisions. Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success. Provides status on project work to management.This position is responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for. This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually. Documentation will also be used by this position to train users in the field on new phones and the features that they have.It is the responsibility of all staff to be aware of client (PCI, HIPPA, etc…) security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved. This position is responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.Skill - Required / Desired - Amount of ExperienceServes as the primary contact and an escalation contact for the client telephony services. - Required - 7 YearsBasic telephony systems configuration, troubleshooting and responsible for generating reporting. - Required - 7 YearsProvide training to non-technical users in the field on telephone systems. - Required - 7 YearsAbility to research and consult on communication problems with other IT professionals. - Required - 7 YearsAbility to organize and follow simple to moderately complex and/or detailed technical procedures. - Required - 7 YearsDocumenting process and procedures related to technical field support activities. - Required - 7 YearsDemonstrates knowledge and a working experience with ServiceNow call tracking system. - Required - 7 YearsAbility to effectively communicate with external partners (AT&T, CenturyLink, etc.) to provide guidance on infrastructure needs. - Required - 7 YearsNotes:Remote work will be allowed, but the candidate will need to be onsite for a majority of the work.
STATEWIDE TRAVEL REQUIRED
As a contractor the selected candidate will have to use their own vehicle, client vehicles are not permitted to be driven by contractors.
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