What are the responsibilities and job description for the VoIP Support Agent position at SAIC?
Job Description
Job ID: 2311082
Location: REMOTE WORK, MO, US
Date Posted: 2023-08-10
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
Description
SAIC is seeking a VoIP Support Agent to assist the USDA in a fully remote capacity. This person will p erform day to day operational IT functions in support of a 24x7 operations group responsible for the customer-facing aspects of Network, with emphasis on VOIP and Application/Server Infrastructure support to process Incidents, Change Requests, proactive monitoring, and customer communications .
Duties/Tasks and Responsibilities:
Qualifications
Requirements:
Location: REMOTE WORK, MO, US
Date Posted: 2023-08-10
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
Description
SAIC is seeking a VoIP Support Agent to assist the USDA in a fully remote capacity. This person will p erform day to day operational IT functions in support of a 24x7 operations group responsible for the customer-facing aspects of Network, with emphasis on VOIP and Application/Server Infrastructure support to process Incidents, Change Requests, proactive monitoring, and customer communications .
Duties/Tasks and Responsibilities:
- Managing real time critical events, Incident Management of high severity incidents
- Outage management Initiate bridge calls, drive communication and teams to ensure uptime of infrastructure remains within Service Levels
- Coordinate with multiple teams to get the issue resolved within SLA
- Monitor technical bridges associated with outages Run internal communication calls ensuring Senior and Executive Leadership teams are fully informed of issues at hand
- Send initial internal notifications to necessary distributions and ensure follow up communications are sent on a timely basis
- Provide end to end ownership of handling of outages ensuring issues are being escalated accordingly and all necessary resources are involved Ensure the Infrastructure Operations Center (IOC) staff is providing customers with status updates associated with our customer agreements
- Partner with service management to develop and implement programs that lead to improvements in handling of critical events
- Document all items associated with customer impacting outages, with ability to provide detailed timelines as to events and areas for improvements
- Participate in outage debrief sessions
- Provide feedback to the customer and process teams to ensure continuous process improvements
- Ability to work nights and weekends as required
Qualifications
Requirements:
- Understand and have previous experience with VOIP (Voice over IP /CISCO UCS). Strong understanding of "Voice over IP troubleshooting and engineering requirements.
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