• Primary responsibility is user support and customer service. Be present and visible on the Help Desk and available to customers requiring technical assistance.
• Respond to questions from callers; remotely resolve issues, when possible.
• Learn fundamental operations of commonly used software, hardware, and other equipment.
• Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using call tracking software.
• Become familiar with available help resources; stay updated on changes or problems.
• Serve as liaison between customer and the technicians to resolve issues.
• Direct calls to appropriate technical staff as necessary.
• Develop knowledge database, help sheets and frequently-asked-questions lists for colleagues and customers.
• Other duties as assigned.

• Strong communications skills; oral and written.
• Strong interpersonal skills with a focus on customer service.
• Ability to provide technical support over the phone; good phone skills, professional demeanor.
• Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Ability to work responsibly with or without direct supervision.
• Working knowledge of common operating systems and software applications.
• Adequate familiarity with equipment.

• Physically install Category 3, Category 5, Enhanced Category 5, Category 6 and Fiber Optic Structured Cable Distribution Systems
• Installation of outlets, pulling cable, fire stopping and pre-termination including organizing, forming, dressing and labeling cables to industry standards
• Terminate, assemble and install 8-pin modular connectors and coaxial connectors, light crimp connectors and optical fiber ST and/or SC ceramic connectors
• Assist in the installation of Smartboards, projectors, DVDs, and cameras
• Accurately test copper and fiber (multimode and single mode) cables to required certification parameters utilizing appropriate test equipment as required
• Diagnose and correct copper and optical fiber problems
• Direct calls to appropriate technical staff as necessary.
• Removal and demolition of abandoned cables
• Maintain and reference industry standards including ANSI, EIA/TIA, and local and National Electric Code
• Perform site surveys, read and use blueprints and floor plan and conduct visual site inspections
• Determine closet and equipment layouts and install closet hardware including backboards, connecting blocks, racks, patch panels and fiber enclosures, and balance video equipment
• Install entrance facility grounding infrastructure and perform grounding tests
• Perform cable splices for copper and optical fiber (mechanical and fusion)
• Perform and work in retrofit and new construction environments and implement cut-overs
• Identify active circuits
• Attend training and safety meetings when required. Work safely at all times utilizing the necessary Personal Protection Equipment. Demonstrate safe working practices to other technicians
• Serve as a liaison between office and field, communicating all information that is not classified as confidential
• Perform administrative tasks including, but not limited to, documenting test results and as-builts, maintaining log books, providing labor summary reports, closing tickets, etc.
• Develop project plan including required materials, deliver schedules, completion
• Ability to properly instruct other technicians on techniques, work, etc. as needed to keep project work flowing and on schedule

• Possess a high level of independent judgment within established procedures
• Minimum of 5 years of directly related experience
• BICSI Technician certification, or similar certification preferred
• Demonstrate basic knowledge of LAN/WAN topologies, cabling standards and components
• Ability to work extended hours (overtime) as needed
• Position requires daily travel to worksites
• Must be able to work safely following company policy/procedures on safety
• Must possess a valid driver’s license and be insurable with our auto insurance carrier during course of employment

• Windows Server 2003/2008 including Active Directory
• Microsoft Server products (Exchange, SQL, Etc.)
• Microsoft Terminal Services
• Anti-spam/anti-virus products (Barracuda, Trend Micro, etc.)
• Internet filtering products (Cymphonix, Surfcontrol, WebSense, etc)
• Routers, firewalls, and switches (Extreme networks, Juniper, Cisco, etc.)
• Routing protocols and configuration (OSPF, RIP)
• SSL and IPSec VPNs (Juniper, Cisco, etc.)
• VOIP (ShoreTel, etc.)

• BS in IT related field or 4-8 years of relevant IT experience. 
• Networking experience must include router configurations, VLAN configuration, wireless LAN configuration, and Layer 3 switch configuration. 
• Must be able to independently resolve complex problems using current job knowledge, research, and external resources. 
• Must have written and presentation skills which will be used to document analysis and to give technical presentations to small customer teams.
• Must be highly motivated and have strong customer service skills.
• Must also be willing to provide phone support to customers in a technical help desk role. 

• Microsoft Certification
• 2-4 years of VOIP experience, preferably with ShoreTel systems.
• Firewall, router, switch certifications (Extreme Networks ENA, ENS, Cisco, CCNA, CCIE, Juniper JNCIA, etc.)

Salary commensurate with experience.

• Assist in definition, documentation, and implementation of Peak UpTime service, delivery processes including project scheduling, resource assignment, status reporting, issue escalation and resolution, change management, etc.
• Act as liaison between clients and Peak UpTime to define client project requirements, scope of work, and other client engagement related agreements, as needed.
• Work with the Sales and Delivery Teams to define, document and acquire signoff of project scope and engagement processes.
• Assist in the functional design of the client's solution.
• Assist in the definition and documentation of system test cases.
• Knowledge management ownership for both internal and external solutions
• The ability to create and modify solutions and client expectations based upon changing client requirements
• Participate in the projection of skill set requirements and gaps for added products and/or services.
• Participate in selection and recruitment of Service Delivery resources.

• Bachelor's degree in Math/Science/Computer Science or related field
• 5+ years of total IT experience
• 3+ years of managing IT personnel, projects, vendors
• 5+ years of managing projects, teams and client requirements
• Firm understanding of metrics and quality management
• Must possess strong inter-personal relations and excellent verbal/written communication skills
• Ability to prioritize and meet deadlines
• Strong analytical and logical reasoning skills a must.
• Working knowledge of SharePoint, Microsoft CRM and content management systems a plus
• A certain degree of creativity and latitude is required
• Desire to develop new and innovative offerings to meet the needs of the marketplace and take ownership of delivery
• Developer skills a plus

Other Information: Oil and gas industry experience is a plus
                           Any experience in IT audit and compliancy is a plus

• Primary focus is to develop and close new business in Energy, Government, Medical, Manufacturing
• Generate, develop and close leads to grow territory 
• Develop underserved areas 
• Proactively soliciting, handling and closing RFP's
• Sales teaming to expand product offerings
• Participate in trade shows and networking opportunities as appropriate
• Other duties as assigned.
• Demonstrate safe working practices to other technicians

• Seek to understand business need within client organizations and  resolve with technology
• Responsible for teaming with Peak subject matter experts to create scope of Work for projects 
• Maintain accurate and up-to-date account and lead information in CRM and SharePoint
• Follow internal processes for new sales, including launching appropriate scheduling of resources, project set up and tracking
• Responsible for client-facing activities and overall client satisfaction

• External:

  o    Peak UpTime clients and staff

  o    Administration and Support staff

  o    Partners

• Internal:

  o    Leadership

  o    Marketing and Portfolio

  o    Network Operations Center Staff

  o    Parent Company

  o    Other Operations Staff