Job Information
Computer Consultants International, Inc Tier-3 Support - Call Manager Engineer (HYBRID) in Baltimore, Maryland
Minimal Required Experience and Certification:
Experience: 5 years of experience managing and supporting a Cisco Call Manager system Certification: Support personnel must have one or more of the following Cisco Certifications: 1. Cisco Certified Network Professional Voice (CCNP Voice) 2. Cisco Certified Network Professional (CCNP) 3. Cisco Certified Internetwork Expert (CCIE) Primary Place of Performance: Most of this work can be provided remotely. Contractors supporting this contract will be required to use the DoIT approved VPN solution. However, there may be times when on-site support is necessary.
Contractor Customer Service Requirements and Contacts: Provide communication and interpersonal skills are crucial in this role as they are required to interact with all levels of DORS staff as well as other State agencies and outside entities as follows: 1. DORS staff - to respond to Service Requests. 2. DoIT LAN/WAN and NetworkMaryland - to respond to WAN network related issues. 3. DoIT Desktop Support team - to respond to internal network related issues. 4. DoIT Server and Storage team - regarding server VM needs and coordinate outages. 5. DoIT PBX team - for issues related to SIP and number blocking requests from staff. 6. Cisco TAC - to resolve significant issues.
Tier-3 Support - Call Manager Engineer
Maintain primary responsibility for event repair of managed services: a. Provide DoIT with technical support in the event of a catastrophic failure to the VM's at TierPoint or networking issues preventing communication. b. System patch management c. Availability status and notification d. Provide and monitor system health statistics.
Notification of service outage via mutually agreed upon contact policy and procedures for events and outages. Isolation of events to specific device, service or circuit. Provide Tier III Support Services. This support includes:
a. Configuration Management. b. Periodic Local Configuration & System Backup (requires available storage) c. Remote Support for customer, equipment, or vendor resources in service or system restoration procedures. d. Leverage Vendor TAC for Tier-3 remediation support as needed.
- Perform system upgrades to current version. Limited to (1) per year unless a Security vulnerability or significant issues are identified after the upgrade is completed. The following conditions must be met before and post upgrade: a. Coordinate the timing of the upgrade with the agency Contract Coordinator. b. Send a list of devices in use on the system that will not be compatible with the upgrade. c. Perform upgrades on one system at a time to maintain 24-hour availability. d. Contact the agency Technical Point of Contact to arrange testing.
Performance Period: 3 Years