Job Posting Date
Oct 9, 2019, 5 : 46 : 24 AM De scription
Emerson IT Infrastructure is developing astandard, centrally managed LAN & Telephony Environment for all EmersonLocations.
This operational role is key within Emerson IT Infrastructure, supporting,deploying and expanding the LAN & Telephony strategy, with the following mainoperational responsibilities in an ITIL inspired organization :
Provide Foundational Support for Global installed base Deploy and monitor LAN Switches, Telephony over IP central equipment’s andsoftware (Call Manager), Phones (Mainly Cisco Equipment).
Assist with deploying Wireless Access Points, WirelessLAN controllers, Firewalls, Provide Operational Support Supporting sites withEvents, Incidents, Requests or Problems linked with the LAN & Telephonyservices .
This position will have a focus on LAN services management.
Monitor LAN & Telephony assets and act on Events and Incidents, in afollow-the-sun organization
Pick Incidents from other world areas shifts and / or hand them over tonext shift as necessary.
Ensure optimal and maximum efficiency usage of the LANing equipmentinstalled on sites as defined in Service Design and Service Level Agreements.
Support the Monitoring Solutions & Infrastructure including hardware& software support (maintain equipment, liaise with Server and Client colleagueswhen relevant, manage users, access permissions and delegations to othergroups, ensure full sites coverage, participate to change management)
Work closely with Design team and Transition team to ensure Operationalconsiderations are included in all solutions and Continual Service Improvementis maintained at all times.
Provide 2nd and 3rd Level Support for in-scope Emerson sites LAN& Telephony Infrastructure. This includes formal Service Level Agreements overmultiple sites & countries, across several World Areas and Emersonbusinesses including non-
Emerson supported sites.
Ensure proper escalation of LAN related IT Service Desk tickets and takeownership for any unclear situation until resolution, being interface betweenthe Central Service customer and other IT groups or vendors when needed.
Participate to formal Service Review initiatives incooperation with Design Team, Transition Team, Service Delivery Team and othersrequired, following-
up on resulting Action Plans.
Coach local IT, new members of the team and interns onLAN Infrastructure Services when required
In accordance to Service Design and as planned and prioritized inProject Portfolio, provided documentation and using appropriate tools, rolloutstandard LAN & Telephony services on newly created sites and integrateexisting sites that are not yet compliant.
Occasional onsite deployment mightbe required.
Upon equipment refresh or integration, create and document LAN and / or Telephonyconfigurations, Bills of Materials and topologies for selected Emerson sites,in partnership with Transition team and Design team.
Ensure that all existing LAN & Telephony equipment’sin scope for Emerson served by Central Services adhere to the standardconfiguration, with any deviation being documented or waivered depending case.
Respect and participate to improvement of Change Management Process atall times for both Hardware and Software.
Help with planning and deployment of refreshed or new hardware,respecting the Hardware Lifecycle process and deployment processes as definedin the Service Design.
Work with the IT Asset Management Software Licensing Team and concernedVendors to ensure the maintenance of a legitimate LAN & Telephony softwareenvironment, when related with LAN Equipment’s Operating Systems licensing,Central tools licensing and similar.
Ensure that LAN& Telephony Monitoring Service is fully operational, kept updated andparticipate to its improvement by feeding back to Monitoring Service owner.
Ensure LAN& Telephony equipment, Central LAN tools and any relevant configuration isproperly backed-up to allow restore or Disaster Recovery in a compatible timewith the Service Level Agreement.
When needed, perform reporting and data mining using defined reporting andlogging tools to help identify Problems before they result in Incidents orRequests being raised by Service Customers.
Produce and maintain up to date all LAN & Telephony operatingprocedures and documentation.
Maintain at all times an appropriate Security posture for all LAN &Telephony Equipment and Software in scope, including but not limited to,running supported vendor versions, participate to physically lock the deviceswhen able, manage and monitor access to the devices and software, and activelysubscribe to Vendor CERT alerts and similar.
Assist ITAM team in managing existing maintenance contracts by makingsure all LAN active equipment is adequately supported and maintained, report onend-of support dates.
Participate in Disaster Recovery Plan (DRP) tests and help maintain DRPprocesses to highest standards, in collaboration with Security, Design,Transition and Service Delivery Groups.
Continual Service Improvement : Collaborate and actively feed-back to theDesign Team and Management in order to develop and improve LAN & Telephonysolutions and design.
Where applicable propose corrective actions.
Minimum 1-2 years’ experience in IT LANing role, preferably in a large Enterprise environment
ITIL or equivalent awareness or certification is an advantage
Language knowledge : fluent in business English (speaking / writing), any other language especially Romanian and Spanish are an advantage.
Certification or equivalent experience to Cisco CCNA expert level (CUCM, IOS, CLI, Cisco LAN and Telephony hardware, ...)
LAN administration and configuration knowledge (TCP / IP, layers, switching, basic routing, 802.1x, QoS...)
Microsoft Windows Server basic administration skills
Microsoft Windows 10 basic administration skills
Knowledge of IP storage protocols (iSCSI, NFS) are an advantage
Able to manage challenge of daily remote communications through multiple tools (Instant messaging, email, phone, project management interface), with multiple IT groups.
Good written communication skills
Excellent documentation and procedure writing skills
Willing to travel for short periods of time
Strong, demonstrable Customer focus
Strong analytical capabilities and good problem-solving skills
Flexible attitude towards working hours
Quick learner, team player with self-motivation to work in a remote support perspective
Logically organized, efficient and creative with strong analytical skills
Experience of a support role in a diverse multinational environment an advantage