Savvis, which merged with CenturyLink in July 2011, is an outsourcing provider of managed computing and network infrastructure for IT applications. By outsourcing to Savvis, enterprises can focus on their core business while Savvis ensures the quality of their IT infrastructure. Leading IT organizations around the world have selected Savvis to help them improve their service levels, reduce capital expense and deal with the rising costs of bandwidth, energy, real estate, staff and expertise. As a pioneer in utility computing, Savvis understands and harnesses the latest advances in technology such as virtualization, cloud computing and support process automation.
Description: The Network and Telecommunications team within the Global Systems Development department supports all major internal SAVVIS business units including audio-video, video conferencing, telecommunications and network access. The Audio-Video & Telecom Support Technician is accountable for support and minor enhancement of the audio-video, video conferencing, telecommunication and network infrastructure that employees use on a day-to-day basis.
They are responsible for understanding the business processes and leverage their understanding of systems to effectively and efficiently support the business.
The Support Technician plays a key role supporting the Telecommunications and Network Engineering teams. Specifically, the role involves root cause analysis, hardware updates, system analysis and move, add, change support for end-users.
Act as the front-line support for all internal audio-video, video conferencing, telecommunication and network systems and infrastructure.
Take ownership for understanding of Savvis business processes that are supported by this same infrastructure.
Responsible for managing inventory to ensure proper sparing levels.
Demonstrate an ability to understand, deploy, and use new technologies to meet business needs.
Manage small infrastructure deployment and upgrade projects to meet the needs of the business, on-time.
Understand, and take ownership of, the impact of all system changes.
Respond to incoming requests for issues and requests audio-video, video conferencing, telecommunication and network services.
Research and an analyze data inconsistencies.
Provide detailed business and technical requirements for minor enhancement requests.
Follow departmental standard processes for design, development, testing, deployment and support of Savvis network and telecommunications infrastructure.
Provide regular status updates to end users and management.
Work with Network and Telecommunications Operations Engineers on project transitions to support.
Two to four years work experience with enterprise audio-video, video conferencing, telecommunication and network services and equipment.
Experience with Cisco's Profile Telepresence or similar system
Experience with control systems such as Crestron/AMX control systems
Experience with one or more of the following telecommunications platforms: Legacy Nortel, Avaya, and/or ShoreTel
Understanding of IP, SIP, MPLS, VLANs.
Ability to plan, organize, schedule, and manage personal work and small projects.
Strong problem solving, decision-making, and analytical abilities.
Possess good written and oral communication skills.
Possess ability to collaborate effectively with a wide array of people on many different levels.
CCENT, CCT, CCNA, Network+, Avaya, ITIL certifications.
Strong written and verbal communication skills.
Possess a strong knowledge of IT processes, and hardware infrastructure maintenance methodologies and best practices.
Business process knowledge including regional variations in global business practices and distributed network and telecommunications services architectures.
Education or Equivalent Experience: BA/BS in Information Technology with a network focus or equivalent work in industry preferred.
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