System Admin

This position will be providing technical support to the Customer Service Center and Residency

Employees who use the Telecommunication VCC. Position is responsible for providing technical support to include

maintenance, configuration, monitoring and troubleshooting of the Telecommunication VCC, creating architectural

diagrams, system documentation and other procedural documents. Serves as liaison with Telecommunication for

system issues, repairs, and routine maintenance. Works with Telecommunication technical support throughout any

outage or repair, and provides updates routinely to business and ITD leadership. Responsible for

maintaining network switches and routers that provide system redundancy. Responsible for network

Analysis And Diagnostic Utilities. Experience With JSON Preferred.

Work closely with CSC Business owners and IT Systems Engineering Manager. Detailed Duties include:

Ability to build, define, and run reports using the VCC, to design and manage call flows, to manage users

of the VCC, Microsoft Dynamics and SharePoint services, to configure and support the VCC (remote call

center agent) software.

Candidate will work with the VDOT CSC, Residency, and Emergency call-taker staff to set-up remote

agent workstations and phones for daily operations and severe weather events. Candidate should have

the ability to translate and describe technical issues in easy-to-understand terms for consumption by all

stakeholders.

Troubleshoot and resolve call routing problems. Ability to manage, monitor and troubleshoot LAN/WAN

connections. Ability to configure IVR and automated attendant systems (hosted & internal), to provide

technical support for a variety of business applications, including Edge, Chrome, VCC, Customer Service

Center (CSC) 3.0 (Microsoft Dynamics) and work order management systems (HMMS). Ability to provide

remote support for regular staff and emergency call-takers. Ability to perform Root Cause and Post-

Mortem analysis and reporting. Ability to support the training of call-takers and system users statewide.

Ability to provide 24/7 support for call center operations (server & desktop support).

System Knowledge

 

• Telecommunication Virtual Contact Center
• JSON
• IVR systems (internal & hosted)
• Microsoft Dynamics 365
• Active Directory
• Cisco network switches, routers, & firewalls
  
   

Experience

 

• Experience creating systems and procedural documentation
• Experience creating end user documentation for routine tasks
• Experience providing local and remote technical support in a call center environment (preferred)
• Experience working with system owners to define system functional requirements
• Experience with network analysis and diagnostics utilities (WireShark, TShark, NMAP, Fiddler2, etc.)
• Experience with project management (preferred)
• Experience with command line scripting & system automation in Windows (preferred)