Voice Services
San Jose, Costa Rica
hace 12 días


Specific Responsibilities

  • This position will have a focus on Telephony services management.
  • Monitor LAN & Telephony assets and act on Events and Incidents, in a follow-the-sun organization
  • Pick Incidents from other world areas shifts and / or hand them over to next shift as necessary.
  • Ensure optimal and maximum efficiency usage of the LANing equipment installed 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 colleagues when relevant, manage users, access permissions and delegations to other groups, ensure full sites coverage, participate to change management)
  • Work closely with Design team and Transition team to ensure Operational considerations are included in all solutions and Continual Service Improvement is maintained at all times.
  • Provide 2nd and 3rd Level Support for in-scope Emerson sites LAN & Telephony Infrastructure. This includes formal Service Level Agreements over multiple sites & countries, across several World Areas and Emerson businesses including non-
  • Emerson supported sites.

  • Ensure proper escalation of LAN related IT Service Desk tickets and take ownership for any unclear situation until resolution, being interface between the Central Service customer and other IT groups or vendors when needed.
  • Participate to formal Service Review initiatives in cooperation with Design Team, Transition Team, Service Delivery Team and others required, following-
  • up on resulting Action Plans.

  • Coach local IT, new members of the team and interns on LAN Infrastructure Services when required
  • In accordance to Service Design and as planned and prioritized in Project Portfolio, provided documentation and using appropriate tools, rollout standard LAN & Telephony services on newly created sites and integrate existing sites that are not yet compliant.
  • Occasional onsite deployment might be required.

  • Upon equipment refresh or integration, create and document LAN and / or Telephony configurations, Bills of Materials and topologies for selected Emerson sites, in partnership with Transition team and Design team.
  • Ensure that all existing LAN & Telephony equipment’s in scope for Emerson served by Central Services adhere to the standard configuration, with any deviation being documented or waivered depending case.
  • Respect and participate to improvement of Change Management Process at all 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 defined in the Service Design.
  • Work with the IT Asset Management Software Licensing Team and concerned Vendors to ensure the maintenance of a legitimate LAN & Telephony software environment, 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 and participate to its improvement by feeding back to Monitoring Service owner.
  • Ensure LAN & Telephony equipment, Central LAN tools and any relevant configuration is properly backed-up to allow restore or Disaster Recovery in a compatible time with the Service Level Agreement.
  • When needed, perform reporting and data mining using defined reporting and logging tools to help identify Problems before they result in Incidents or Requests being raised by Service Customers.
  • Produce and maintain up to date all LAN & Telephony operating procedures 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 devices when able, manage and monitor access to the devices and software, and actively subscribe to Vendor CERT alerts and similar.
  • Assist ITAM team in managing existing maintenance contracts by making sure all LAN active equipment is adequately supported and maintained, report on end-of support dates.
  • Participate in Disaster Recovery Plan (DRP) tests and help maintain DRP processes to highest standards, in collaboration with Security, Design, Transition and Service Delivery Groups.
  • Continual Service Improvement : Collaborate and actively feed-back to the Design Team and Management in order to develop and improve LAN & Telephony solutions and design.
  • Where applicable propose corrective actions.


  • Education to degree level or equivalent, but experience may be considered in lieu of formal education
  • 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.
  • Qualifications

  • Specific LAN Skill areas should include :
  • oAdvanced Telephony Over IP knowledge on Cisco Unified Communications Manager and related VOIP infrastructure devices.

    oCertification or equivalent experience to Cisco CCNA expert level (CUCM, IOS, CLI, Cisco LAN and Telephony hardware, ...)

    oLAN administration and configuration knowledge (TCP / IP, layers, switching, basic routing, 802.1x, QoS...)

    oMicrosoft Windows Server basic administration skills

    oMicrosoft Windows 10 basic administration skills

    oMicrosoft Visio

    oKnowledge of IP storage protocols (iSCSI, NFS) are an advantage

    oAbility to work with diverse LAN monitoring tools.

  • An effective communicator
  • oAble to manage challenge of daily remote communications through multiple tools (Instant messaging, email, phone, project management interface), with multiple IT groups.

    oGood written communication skills

    oExcellent 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
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