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IT Telephony Administrator

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Location
New Orleans, LA
Job Category
Information Technology
Division
Laitram LLC
Job Description (General Summary)
Laitram L.L.C. Information Technology Services Department has an opening for an IT Telephony Administrator, reporting to the IT Infrastructure Supervisor. 

The primary responsibilities for this position include the ongoing configuration and support of our Global Cisco Collaboration System.

This person will be a member of the IT Infrastructure team and help with provisioning and maintaining the Cisco VoIP infrastructure.

Laitram is comprised of four operating divisions - Intralox, Laitram Machinery, Lapeyre Stair, and Laitram Machine Shop. We employ more than 3,900 people worldwide and have 23 offices in 10 countries. Laitram has continually been recognized for innovation and workplace excellence.  Laitram is a vibrant, forward-thinking privately held company that brings innovation, integrity, and continuous improvement to every aspect of our work. To learn more about our company culture, philosophy, and benefits, please visit our Careers website.


Job Responsibilities and Requirements
Responsibilities:
  • Handle telephony Incidents and Requests ensuring timely updates and the resolution of tickets or requests in the queue.
  • Provide technical break/fix support for all production IT systems.
  • Communicate effectively with business users and IT team members to analyze, update, and resolve incidents.
  • Proactively reduce issues and support calls.
  • Administer, maintain, and provide second-level support for global IT systems including: Cisco Collaboration Suite (Jabber, Unity Connection, Attendant Console, Communications Manager, UCCE), icPortal, Verint, Unimax, etc.
  • Troubleshoot, administer and procure mobile devices (phones, Mi-Fis, tablets, etc.)
  • Participate in projects to improve/upgrade Telephony and Communication Infrastructures.
  • Recommend solutions to improve service efficiency and effectiveness.
  • Perform planned system changes and upgrades with minimal business impact, including after-hours or weekend work.
  • Collaborate with the Procurement team, vendors and contractors for innovative business solutions, contractual agreements, licensing, etc.
  • Author and maintain technical installation, configuration, support and self-service documentation.
  • Participate in on-call rotation for after-hours critical system support.
  • Maintain effective communication with business users and team members.
  • Travel globally as needed.

Requirements:
  • B.S. in Computer Science, MIS, a related major, or alternatively relevant CompTIA certifications.
  • At least 2 years of experience in network and telephony administration, ideally with Cisco VoIP/telephony carrier management.
  • Strong IT competency with organizational, analytical, and problem-solving skills.
  • Proficient in Cisco Collaboration suite (CUCM, CUC, CER).
  • Ability to multi-task, prioritize, and work independently or in a team.
  • Excellent customer service and communication skills.
  • Strong organizational, documentation, and time management skills.
  • Able to lift and carry up to 50 pounds, use ladders, bend, stoop, and handle hand tools.
  • Willingness to travel internationally up to 20% of the time, including weekends and holidays.
  • Available for on-call, evening, and weekend work as needed.
Desired:
  • Familiar with UCCE, WFM/Verint and VMware.
  • Familiar with networking and routing concepts.

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