Cisco CCNA Technician

The Network Technician will deliver Unified Communications (UC) solutions to support existing and future platforms, product and service functionality, and multi-platform integration at client locations. Perform day-to-day installation, service, and programming, testing, and troubleshooting of UC systems which include Premise-Based, Hosted and Cloud Solutions, specifically Cisco.

• Location: Torrance, CA

• Schedule: Monday through Friday 8:00 AM to 5:00 PM with on-call.

Primary Roles & Responsibilities

• On-site support at client premises performing tasks such as Cisco UC hardware, software, troubleshooting, deployment, configuration, rebuild and decommissions for Cisco Voice. Identify, research, analyze, diagnose, resolve and escalate Cisco UC technical problems in a quality and timely manner.
• Physically install, configure and test network assets (i.e. switches, routers, firewalls, network tools & testing devices) in network closets and data center network cabinets.
• Employ appropriate troubleshooting techniques for Cisco UC UC product platform of Premise, Hosted, and Cloud point-to-point as well as point-to-co-location network applications.
• Ensure the Cisco UC and all related equipment are in optimal working condition.
• Perform closet clean-up and survey work as needed.
• Perform day-to-day field installation, configuration, service, preventive maintenance, and decommission of advanced services.
• Complete work orders for moves/ adds/ changes (MAC) and deletions, on company-supported product lines.
• Utilize software tool during maintenance windows to ensure that all monitored network equipment is functioning in accordance with our client’s standards and SLAs, both before and after changes are made.
• Ensure front-line customer satisfaction by dealing professionally and effectively with all internal and external customers/clients.
• Receive, plan and prioritize jobs/work orders via centralized resource management in his/ her territory on a daily basis.
• Achieve performance targets established by leadership for applicable Key Performance Indicators.
• Coordinate with other Team Members within North American Commercial Services (NACS) Operations for the purpose of completing projects/work orders efficiently.

• Complete required documentation in a variety of written and electronic formats according to company standards such as time reporting for billing & payroll, work order progress & completion, time and materials for client SLAs, etc.
• Inform operations management regarding procedures and/or status of work orders for the purpose of providing necessary information for making decisions, taking appropriate action and/or complying with OSHA regulations.
• Request equipment and supplies for the purpose of maintaining inventory and ensuring availability of required items, as required.
• Respond to emergency situations during or after hours for the purpose of resolving immediate client concerns and meet SLAs.
• Transport a variety of items (e.g. tools, equipment, supplies, etc.) for the purpose of ensuring the availability of materials required at client site.

• Attend meetings, workshops, training, and seminars for the purpose of conveying and/or gathering information required to perform job functions.

• Achieve performance targets established by leadership for applicable Key Performance Indicators.
• Perform other duties as assigned by management.

Education/Experience Requirements

• Industry and manufacture certification for C* isco Voice installation; programming; and troubleshooting*
• UCM (Cisco Unified Communications Manager) implement and operate
• UCCE (Cisco Unified Contact Center Enterprise) implement and operate
• UC (Unity Connection) implement and operate
• Cisco Presence implement and operate
• Cisco Expressway C & E implement and operate
• Unity
• Voice

• Associate degree or Certification in a technology services/technical discipline, or equivalent work experience.
• Minimum 5 years Cisco Voice experience in field service, data center or related IT technician environment.

• Strong customer/client service orientation with effective communication and interpersonal skills, including tact and diplomacy.
• Previous experience with Service Now
• Advanced knowledge of critical infrastructure components such as racks, labeling, commercial UPS, switches, routers, terminal server.

• Experience setting up and troubleshooting many of the following technologies: Principals of networking (layers 2 and 3); Virtual private networks IPsec and/or SSL; Network routing protocols (BGP, OSPF, and MPLS); Enterprise/carrier-class routers and switches; Firewalls and access control lists.
• Experience in using a laptop to set configurations on equipment such as routers, switches, and other components of an IP Network.
• Proven ability to make software changes (upload, download & SW regression) and install new software and hardware into various devices such as PCs, routers, servers, etc.

• Day-to-day field installation, configuration, service, preventive maintenance, and decommission experience of advanced services such as:

• Wireless manufacturer-specific experience and/or certifications preferred (examples: CommScope, Corning, JMA Wireless, Cisco, Aruba, Anritsu certifications, EXFO certifications, PIM certifications, etc.).

• Audio Visual manufacturer-specific experience and/or certifications preferred (examples: Crestron, AMX, Extron, Sharp, Panasonic, DaLite, Draper, Crown, QSC, etc.)

• Video Conferencing manufacturer-specific experience and/or certifications preferred (examples: Cisco, Polycom, Vidyo, etc.)

• Mechanical aptitude with the ability to read blueprints, architectural, mechanical, and electrical documents.

• Proven skills in reliability and dependability demonstrated through completing tasks on time and with minimal supervision, punctual and present for work, informing appropriate individuals when work will not be completed in the agreed-upon time frame.
• Valid driver’s license and ability to safely drive company vehicles.

• Heavy Work: May frequently exert force equivalent to lifting up to approximately 50 pounds and/or occasionally exert force equivalent to lifting up to approximately 100 pounds.

Job Type: Full-time