UCC Systems Administrator I

Description

GCIs UCC Systems Administrator I will p rovide technical and operational support and administration for one or more of the companys Unified Communications and Collaboration (UCC) systems including Enterprise contact centers Enterprise productivity and project tools and related applications.

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS :

• 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.

COMPETENCIES :

ACCOUNTABILITY- Takes ownership for actions decisions and results; openly accepts feedback and demonstrates a willingness to improve.

oSelf-directed takes initiative seeks out opportunities and innovative solutions.

oContinuously assesses and accepts risks and able to learn from mistakes.

BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust confidence and respect; adheres to GCIs Code of Conduct for Employees the Basic Principles.

COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.

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

COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.

oAbility 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.

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

COMPLIANCE - Follows internal controls; protects confidential information; abides by GCIs Code of Business Conduct & Ethics.

CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.

RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings training and other work obligations.

RESULTS - Uses a combination of job knowledge initiative sound decision making innovation adaptability and problem solving.

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

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

oAbility 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.

oAbility 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).

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

oKnowledge of the telecommunications industry and telephony / ACDs desired.

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

oAbility to train users in informal and formal environments.

oAbility to perform SLA monitoring and conflict resolution.

oAbility to manage prioritize and track multiple assignments and meet deadlines.

SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.

TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g. Outlook Teams Word Excel) to complete job duties effectively such as using the company intranet and to accurately retrieve and input information into databases or equivalent.

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

Additional Job Requirements :

This is an entry level position within the discipline. Receives general instructions on routine work and detailed instructions on new assignments. Work is closely supervised and reviewed for timeliness accuracy and following correct procedures.

Essential Duties : Application Support

Application Development and Project Support

Minimum Qualifications :

Required :

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

Preferred :

DRIVING REQUIREMENTS :

PHYSICAL REQUIREMENTS and WORKING CONDITIONS :

The company and its subsidiaries operate in a 24 / 7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such you will be requested to provide emergency after hours contact numbers to include your home and cell phone numbers if you have those services.

Culture Engagement and Connection : At GCI we foster an environment where the unique perspectives of our employees customers and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce ensuring equal opportunities for every Trailblazer.

EEO : GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race color religion national origin age sex sexual orientation gender identity marital status mental or physical disability veteran status or any other status or classification protected under applicable state or federal law.

DISCLAIMER : The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to this job.

All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.

Required Experience :

Unclear Seniority

Key Skills

Computer Science,Active Directory,Computer information Technology,PowerShell,OS,Windows,Database,SCCM,Linux,SAN,Troubleshoot,Backup,Setup,Technical Support,UNIX

Employment Type : Full-Time

Experience : years

Vacancy : 1