The individual in this position will be responsible for maintaining and upgrading Telephony systems and networks in a fast paced environment. The Telecom Engineer will be responsible for communicating with the Service Desk and assisting with incidents. The Telecom Engineer must be able to manage time effectively and efficiently with minimal supervision. As part of a team, the Telecom Engineer administrates and maintains enterprise-wide telephony systems, including emergency (e911), conferencing, enterprise call center and fax solutions. Managed systems, services and platforms include (but are not necessarily limited to) ShoreTel, Ingate, Polycom, AT&T facilities, Citrix GoTo, Join.Me, eFax, and adjunct systems.
ESSENTIAL DUTIES AND RESPONSIBILITIES
* Responsible for the ownership and management of ITIL processes including but not restricted to incidents, requests, and problems * When necessary serve as an escalation point of contact for the managed process areas * Will ensure operational process adherence in accordance with Sunrun's ITIL based methodology * Vendor management and tracking operational performance * Participate in, and run, Disaster Recovery Drills * Develop and implement both short and long-range enhancements to Business Continuity efforts * Collect, consolidate, and analyze service metrics to facilitate decision making related to service improvements. * Develop Telephony Training programs for users and Service Desk members * Job scheduling * Ensure that backups are always functional and restores are always valid * Eventual upgrade of existing Telecom infrastructure to either newer Shoretel solution or cloud based hosted voice solution * Required to participate in the 24x7 on-call rotation in support of IT incident and problem management * Provisioning and de-provisioning of user accounts
REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)
* Required Experience * ITIL V3 Foundations Certificate or greater * CompTIA Network+ or Cisco CCENT certification * 3+ years' experience as a systems or PBX administrator * ShoreTel 14.2 Premise-Based Administration Experience * ShoreTel Basic Administrator Training * ShoreTel Implemention Training * Basic Project Management Training * Maintenance Window Planning, implementation, etc. * SIP School Networking for VVoIP and SSCA SIP Certifications * AT&T SIP Trunking (IPFlex / BVoIP) Experience * Brightmetrics Reporting and Real-Time Dashboard Training and Experience * Prior experience working in a Corporate IT team environment * Experience with supporting Microsoft Windows 7/8, Server 2008/2012 in a Corporate Environment * Microsoft Active Directory administration experience * Excellent LAN/WAN and VoIP Troubleshooting skills * Solarwinds or similar Enterprise Monitoring Console experience * Ability to create and comprehend reports from Enterprise Monitoring Systems * Ability to predict environmental and capacity trends of systems and networks with accuracy * Demonstrated experience with common server and telephony administration tasks for an enterprise-level organization, including system installation, system upgrades and updates, software management, troubleshooting hardware and software issues * Preferred Experience * ShoreTel 14.2 Premise-Based Administration * InGate SIParator Firewall * AT&T SIP Trunking (IPFlex BVoIP) * Google Apps for Business (Gmail, Drive, etc.) * Wireshark CNA Certification * Crisis Management (FEMA Incident Commander Training or similar experience) * Financial report creation * Other Requirements * Outstanding written and oral communication skills (bring writing samples to interview) * Approachable, and service oriented * Superior attention to detail * Self-motivated to document processes and teach others * Self-motivated to maintain physical organization and uniformity of workspace, wiring, and systems * Able to participate in week-long 24x7 "On-Call Status" on a rotating basis
Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination and harassment of any kind. At Sunrun, we believe that empowering people and valuing their differences will help us create a planet run by the sun. That's why we strive to make solar inclusive. Our commitment to Diversity & Inclusion drives our ability to build diverse teams and develop inclusive work environments. We do our best to make sure all people feel respected, supported and connected at work. That includes our support for members and allies of all underrepresented groups through our internal employee networks such as Sunrun Women's Network, Sunrun's Veterans Network ("Liberty"), Women in Tech, and Sunrun's LGBTQ affinity group.
We are committed to equal employment opportunity without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. If you have a disability or special need that requires accommodation, please let us know.
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