ENGINEER 2 - BATON ROUGE

The Network Services Engineer-Collaboration is a key member of the GDS Team and is tasked with providing technical support services to external and internal clients across various locations within assigned areas. The goal of every GDS employee is to not only to service technical issues, but also to deliver effective and efficient resolution to problems and to ensure that the client understands the resolution. This highly-skilled individual is responsible for the service of local and regional issues that impact both internal and external GDS users. This individual will have experience in multiple areas, but none more pressing than communicating in a professional manner with our internal and external clients on a regular basis. As the face of GDS, this person will be expected to represent the group in a professional manner and deliver customer satisfaction with a positive, pleasant and professional demeanor.

• Participate in (and lead) intermediate and high-level user-impacting troubleshooting efforts and act as escalation resource for incidents and problems.
• Demonstrate and maintain intermediate knowledge and certification (where applicable) of GDS customer user-level equipment, peripherals, and applications.
• Work independently and with customers, peers, engineers and partner vendors to diagnose problems and attain resolution within designated Service Level Agreements
• Train team members on proper operation of GDS products, troubleshooting techniques, customer interaction, etc.

ESSENTIAL JOB FUNCTIONS:

• Successfully communicate technical concepts to both technical and non-technical audiences.
• Provide quality customer service to internal and external customers including thorough and appropriate communication with customer designees.
• Manage assigned tickets, activities, and projects and ensure all activity and time is properly and thoroughly documented.
• Ensure the resolution of customer issues in accordance with SLA obligations.
• Ensure assigned tickets are documented thoroughly
• Ensure that required communication with customers regarding outages, updates, status changes, etc. are performed appropriately
• Participate in meetings for departmental, process, and project planning as required.
• Provide reports for internal and external use as directed.
• This role requires availability for after-hours on-call support, to include nights and weekends remotely and/or onsite at GDS office(s).

EDUCATION AND/OR EXPERIENCE REQUIRED KNOWLEDGE, ABILITIES, AND SKILLS:

1. CCNA Collaboration/Voice &/or CCNA Routing and Switching certification or equivalent field experience
2. Minimum of 2 years of experience in a Cisco VoIP Network Engineer role
3. Experience with Networking: Switches, Routers, Servers, Cables, LAN/WAN, TCP/IP, UDP, VoIP, QoS
4. Experience supporting Cisco Collaboration products including Call Manager, Unity Connection, UCCX, Jabber, and paging solutions.
5. Knowledge of SIP voice, video, and other UC functions
6. Experience with virtual server and VoIP architectures
7. Strong analytical and troubleshooting skills for problem solving and root cause analysis needs Well-developed facilitation skills to achieve results among various internal employees and external business partners.
8. Excellent organization, communication and written skills.
9. Demonstrated ability to apply critical thinking to solve problems.
10. Ability to work independently with minimal supervision.
11. Ability to adapt to the changing needs of the agency.
12. Ability to manage multiple priorities and maintain professionalism under pressure.

ACHIEVE DIFFERENT. CHANGE YOUR OUTCOME. TRANSFORM YOUR CAREER.

_                          A_ different state of career opportunities await!

__ADDITIONAL BENEFITS: Along with getting to work for a great team, GDS also offers the following benefits

• Competitive Compensation
• Health Coverage
• Dental Coverage
• Vision Coverage
• 401K
• Competitive Compensation
• Other Related Benefits

All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, or national origin.