Enterprise Technical Analyst
Description
JOB TITLE: Enterprise Technical Analyst
REPORTS TO: Team Lead
LOCATION: India
DATE: Oct, 2024
REPORTS TO: Team Lead
LOCATION: India
DATE: Oct, 2024
For 40+ years, Meridian IT has been helping medium and enterprise businesses solve their complex technical IT problems. Through a unique strategic perspective, deep expertise, and a personalized proactive approach, Meridian IT is the top IT solutions provider in the industry.
Offering best-in-class cloud, hybrid, and on-premises data storage solutions, backup and recovery solutions, security solutions, hyperconverged infrastructure, contact center solutions, flexible pricing models and award-winning managed services, Meridian IT works with each client to create a customized plan to help solve their IT obstacles.
Meridian IT is part of Meridian Group International. Meridian Group International is a privately held organization headquartered in Deerfield, IL. Operating since 1979, Meridian Group International is a leading IT service provider and equipment leasing and finance company across 4 continents.
Position Summary
The Enterprise Technical Analyst is an experienced technical resource responsible for developing and implementing end-to-end solutions to complex business communications problems for new and existing clients. The Enterprise Technical Analyst will work on assisting our managed service customers, as well as respond to ad-hoc support requests. The Enterprise Technical Analyst is responsible for the entire lifecycle of an engagement (Onboarding to Decommission) to which they have been assigned. The ability to properly and professionally manage customer expectations and to calmly handle stressful and complex troubleshooting scenarios are requirements of this position.
Duties and Responsibilities include the following. Other duties may be assigned.
Post-Sales Implementation and Operational Work
- Provide assistance to managed service customers within the agreed upon SLAs in our managed service contracts with them;
- Troubleshoot complex Cisco UC infrastructure issues under stressful conditions;
- Onboard customer environments into Meridian’s Managed Service tools;
- Successfully work with a project team to implement a portion of an implementation engagement.
Risk Management
- Escalate issues to the Project Management Office and Sr. Director of Infrastructure/ Collaboration Services before they jeopardize the success or financial viability of an engagement;
- Participate in quarterly meetings with the infrastructure team to discuss recent engagements, challenges, and opportunities; incorporate improvements into the pre-sales process.
Communications
- Manage cross-functional interdependencies;
- Responsible for clear and timely communication to multiple stakeholder groups;
- Responsible for communicating the details of an opportunity / engagement to both the business and technical teams.
Misc
- Participate with the Project Management Office in project postmortems and collaborate on recommendations reports in order to identify successful and unsuccessful project elements.
Qualifications and Requirements
- 4-7 years’ experience as an IT professional, working hands on designing, configuring and installing UC & network solutions (wireless, route/switch and datacenter), with a demonstrated increase in responsibility over time;
- Bachelor’s degree in a business or IT-related field;
- Cisco Certification Requirements;
- CCNP or CCNA in Cisco Collaboration;
- CCNP or CCNA in R&S is a plus;
- PCNSE certification is a plus;
- Proficiency in MS Office (Including Word, Excel, Outlook, Project, PowerPoint, & Visio);
- Excellent written and verbal communication skills, with the ability to interface at varying and appropriate levels of management;
- Excellent customer relationship management skills;
- Ability to break down technical concepts into business terms;
- Strong team player with emphasis on soft skills and relationship building;
- Significant, hands-on experience with design principles ensuring high availability, reliability and security and the implementation of solutions relying on those principals;
- Extensive knowledge of current IEEE networking standards and a fundamental understanding of future technologies;
- Experience with infrastructure costing and sizing, data center design, and DR planning;
- Significant, hands-on experience with Cisco Unified Communications hardware and software;
- Strong hands-on Cisco unified communications and collaboration skills (CUCM, UCCX, Unity Connection, CER, IM & Presence, Voice Gateways (H.323, MGCP & SIP), WebEx, Jabber, Video, etc.);
- Cisco access switches, Cisco datacenter switches, Cisco wireless controllers and lightweight access points, and Cisco routers (ISR, ASR);
- Extensive experience with Palo Alto technology is a plus;
- Proven ability to solve technical challenges under stressful conditions;
- Proven ability to manage multiple projects simultaneously;
- Well organized, thrive in a sense-of-urgency environment, leverage best practices, and innovate through any problem with a can-do attitude;
- Ability to handle multiple priorities and interruptions with minimal impact on productivity;
- Demonstrate a high level of independent judgment and initiative, self-starter;
- Ability to maintain a flexible work schedule.
Meridian Group International, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.