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GCI Communication Corp. · 9 hours ago

UCC Systems Administrator I

1001 Northway Drive, Anchorage, AK, 99508, US

Full-time

Hybrid

Entry Level

1+ years exp

GCI Communication Corp. is seeking a UCC Systems Administrator I to provide technical and operational support for their Unified Communications and Collaboration systems. The role involves troubleshooting incidents, performing routine configuration changes, and supporting senior staff with software and hardware updates.

Telecommunications

H1B Sponsor Likely

Responsibilities

Troubleshoot incidents and problems

Perform routine configuration changes per change requests

Test routine software and hardware configuration changes following established change management processes and procedures

Maintain system, infrastructure, training, and support documentation for existing applications

Support senior staff with software and hardware patches, updates, and upgrades

Support DevOps Manager on design, installations and configurations, system testing, deployments, “Go-Lives” as well as post-Go-Live activities

Participate in the on-call support rotation

Self-directed, takes initiative, seeks out opportunities and innovative solutions

Continuously assesses and accepts risks and able to learn from mistakes

Excellent ability to work within a team where decisions and responsibilities are shared

Ability to accurately communicate information virtually (i.e., Teams), over the phone, and in-person in a clear and concise manner to a range of audiences

Ability to accurately read, write, and respond to business correspondence such as emails, chat messages, policies, procedures, reports

Ability to comply with IT industry best practices such as ITIL and Lean/Agile methodology

Ability to discern and resolve the root cause of problems in complex environments

Ability to use critical thinking skills to analyze the impacts of changes on systems and take the necessary steps to ensure successful implementation while minimizing impacts

Ability to support enterprise-wide communication and collaboration solutions such as ACD (Automatic Call Distributor), contact centers (e.g., Genesys Cloud), VoIP within the contact centers, and communication and collaboration tools (e.g., iAsana, Obeya, Atlassian Jira/Confluence)

Knowledge of operating systems such as Microsoft (MS) Windows, Apple OSs, MS or Cloud server/VMs, as well as Android and Apple iOS

Knowledge of the telecommunications industry and telephony/ACDs desired

Knowledge of client/server, Cloud software, and Software as a Service (SaaS) environments, and reporting tools

Ability to train users in informal and formal environments

Ability to perform SLA monitoring and conflict resolution

Ability to manage, prioritize, and track multiple assignments and meet deadlines

Intermediate level knowledge of office productivity applications (e.g., O365, Jira, SharePoint, Microsoft Teams, etc.)

Troubleshoot and resolve customer incidents and problems

Track, update, and resolve all issues via the ticketing and/or workforce management system

Troubleshoot and resolve software and hardware incidents related to supported systems

Perform and test routine software and hardware configuration changes following appropriate change management processes and procedures

Support more senior/experienced staff with software and hardware patches, updates, and upgrades, as necessary

Research and produce performance, productivity, and outage reports as needed

Produce ad hoc reporting as requested

Create and maintain system, infrastructure, training, and support documentation for existing applications where appropriate and post for internal consumption

Support DevOps Manager on design documentation

Support DevOps Manager on the installation and configuration of hardware and software

Support system testing, deployments, and system “Go-Lives”, as well as post Go-Live support

Qualification

Telephony systems administrationUnified Communications systemsCloud software knowledgeITIL best practicesTechnical support experienceOperating systems knowledgeOffice productivity applicationsUser trainingCritical thinkingTeam collaborationEffective communication

Required

A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

High School diploma or equivalent

Bachelor's degree in telecommunications, information technology/systems, computer science, or a relevant field

Minimum of one (1) year of combined experience in systems support administration or an equivalent technical support environment

Including a minimum of six (6) months of experience with telephony (e.g., PBX, ACD, VoIP, SIP Trunking), or related products systems administration

Ability to troubleshoot incidents and problems

Ability to perform routine configuration changes per change requests

Ability to test routine software and hardware configuration changes following established change management processes and procedures

Ability to maintain system, infrastructure, training, and support documentation for existing applications

Ability to support senior staff with software and hardware patches, updates, and upgrades

Ability to support DevOps Manager on design, installations and configurations, system testing, deployments, 'Go-Lives' as well as post-Go-Live activities

Ability to participate in the on-call support rotation