MSP Tier II Technician at BIXBY TELEPHONE COMPANY

Description

Note: This position is one involving safety-sensitive job duties under Bixby Telephone Company’s Alcohol & Drug-Free Workplace Policy – Policy #514 (Revision Date: 10-15-19). This job requires a valid Oklahoma Driver's License.

I. POSITION SUMMARY: 

The Tier 2 is to implement, maintain, and support our growing network & systems infrastructure. They will be part of a managed services team that is responsible for designing and developing scalable, maintainable, highly available network architectures that meet business objectives and SLAs. 

II. ESSENTIAL FUNCTIONS: 

A. Configure and install various network devices and services (e.g., routers, switches, firewalls, load balancers, VPN, QoS)

B. Monitor and work voice related issues for managed services to include moves, adds, and changes.  

C. Work with vendors on escalated voice issues for hosted products.

D. Perform network maintenance and system upgrades including service packs, patches, hot fixes and security configuration. 

E. Monitor performance and ensure system availability and reliability. 

F. Monitor system resource utilization, trending, and capacity planning. 

G. Provide Level 2 support and troubleshooting to resolve issues. 

H. Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure. 

I. Select and implement security tools, policies, and procedures in conjunction with the company’s security team. 

J. Provide emergency support in critical down situations. 

K. Liaise with vendors and other IT personnel for problem resolution. 

L. Serve as an escalation point to techs under you. 

Requirements

III. EDUCATION, EXPERIENCE AND SKILLS:

The required specifications (education, experience, and skills) are those that the employee must have to hold the position. Applicants applying for this position must possess the required specifications to be considered for the job. The desired specifications are those that are not required for the employee to hold the position, but the employee should try to obtain the desired education, experience, and/or skills to be effective and successful in the position.

1. Required Education and Experience: 

• Proven hands-on network engineering experience.
• Deep understanding of networking protocols (e.g., IPSEC, HSRP, BGP, OSPF, 802.11, QoS).
• Solid understanding of the OSI or TCP/IP model.
• Hands-on experience with monitoring, network diagnostic and network analytics tools.
• Windows server experience.

2. Desired Education or Experience: 

• Associates or Bachelors in IT, Computer Science or related discipline or relevant experience. 
• Voice Engineering experience. IE: Microsoft Voice Cert. 
• CCNP or higher (CCIE and/or CISSP highly valued). 
• Networking Certifications.
• Microsoft 365 experience.

3. Required Skills 

• Attention to detail, critical thinking, and analytical skills. 
• Ability to work effectively with internal and external customers in a team environment. 
• Thorough knowledge of Windows and OS X desktop operating systems. Basic network setup and troubleshooting. Diagnostic, troubleshooting, and problem-solving skills for typical user issues.
• Ability to solve common problems independently, quickly and completely.
• Communicate clearly and effectively with customers, peers, supervisor, and other department members through both verbal and non-verbal communications. 
• Troubleshoots, resolves, integrates, tests, and maintains operating systems environments such as, but not limited to: Microsoft Family of Operating Systems.
• Dexterity and familiarity with hand tools and portable power tools. 

4. Desired Skills: 

• Aptitude for learning new material quickly. 
• Able to take the initiative and to work with or without regular supervision. 
• Process documentation and flowchart skills.

IV. Additional Eligibility Qualifications: 

Valid Oklahoma driver’s license and the ability to operate a motor vehicle appropriate for the job position.

V. Physical Requirements:

Seeing - Must be able to see well enough to read reports and use computer: 75-100%

Hearing - Must be able to hear well enough to communicate with employees and business contacts: 75-100%

Standing/Walking - Must be able to move about the work site: 25-49%

Climbing/Stooping/Kneeling: 25-49%

Lifting/Pulling/Pushing - Must be able to lift at least 75 lbs.: 25-49%

Fingering/Grasping/Feeling - Must be able to write, type, and use phone system: 75-100%

VI. Must maintain valid Oklahoma driver’s license. May participate in on-call rotation with other department members. Must be able to switch between tasks frequently. Must be able to work under pressure and work professionally with users that may be difficult.

Working Conditions: 

This factor measures the surroundings or physical conditions under which a job must be done and the extent to which those conditions make the job pleasant or less agreeable. Consider the local climate and or weather conditions along with the presence and relative amount of exposure to dust, dirt, heat, fumes, contaminants, cold, noise, vibration, wetness, etc.

This job operates in a professional office environment. This role routinely uses standard office equipment.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.