IT Operations 3 - Unified Communications

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Job Summary

The ITOP S3 position ensures efforts are in alignment with Business Technology Solutions, within OSUWMC IT, to support customer-focused objectives and the IT Vision, a collaborative partner delivering innovative ideas, solutions, and services to simplify people’s lives.

As a ITOP S3 you ensure maximum availability and functionality for IP Telephony operations. You are responsible for evaluating and implementing VoIP hardware and software as well as developing and implementing a call center technology strategy. Ensuring maximum availability of our communications facilities is your main responsibility.

While achieving availability and performance objectives by providing analysis, design, support, and implementing projects you are sure to be consistent with the company's policy and procedures.

Job Responsibilities

Provide superior customer service utilizing a high-touch, customer centric approach focused on collaboration and communication.

Contribute to a positive team atmosphere.

Innovate and create value for the customer.

IP Telephony (Voice over IP) environment to ensure maximum availability and functionality for IP Telephony operations.

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Collaborate with colleagues to support company and departmental goals and objectives

Assists in the development and maintenance of network communications including work from home or disaster recovery agents

Document the company’s existing systems architecture and technology portfolio; make recommendations for improvements and/or alternatives

Assist in the development and deployment of infrastructure solutions for networking, communications and VOIP

On call rotation as part of the Communication’s Team responsible for telephony system

Minimum Requirements

Education: College diploma, 2-year technical degree in the field of Computer Science/Engineering or Information Systems or equivalent experience. Certifications are recommended.

Experience

Minimum of 4 years of experience in managing and maintaining Cisco Telecom Infrastructure

Minimum of 4 years of experience in managing and maintaining Cisco Video Infrastructure

In-depth, Hands-on Experience With The Following Systems

Cisco Expressway, Cisco Unified Border Element, Voice Gateways (VG224/VG310/VG400)

Cisco IOS Gateways with Media Gateway Control Protocol (MGCP) and Session Initiation Protocol (SIP)

Cisco Jabber, Cisco Mobile & Remote Access, Cisco Finesse, Cisco call manager, PCCE, Unity Connections

Knowledge of network and PC operating systems, including Cisco IOS, Linux, Microsoft and VMware.

Proven experience in systems and network configuration, development, and implementation.

Hands-on experience with scripting languages and automation.

Key Skills/Competencies

Analytical, conceptual, and problem-solving abilities

Strong written and oral communication skills

Architecture and technical support documentation skills

Strong interpersonal and consultative skills

Ability to conduct research into emerging technologies and trends, standards, and products as required

Ability to present ideas in user-friendly language

Ability to execute tasks in a high-pressure environment

Training end users on how to use the technologies

Experience working in a team-oriented, collaborative environment

The Following Certifications Are Strongly Preferred

CCNA

The Following Certifications Are a Plus

CCNA Voice

Screen reader users may encounter difficulty with the online application. For assistance with applying, please contact hr-accessibleapplication@osu.edu. If you have questions while submitting an application, please review these frequently asked questions.

Thank you for your interest in working at Ohio State.

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

The university is an equal opportunity employer, including veterans and disability.