To administer and oversee technical design, implementation, organization and troubleshooting of key business systems. Document and handoff support work to IT technicians as appropriate. Provide proactive management to meet business objectives through both user feedback and internal metrics. Has system wide responsibility on complex projects and components. Effectively contributes to team goals. Provides direction to team members and is a key contributor. May solve highly technical complex problems and be called on to consult for other projects. Assists with the transfer of knowledge of technical skills. Viewed as a subject matter expert within the organization. Provides coaching to junior-level employees. QUALIFICATIONS: * Education and/or Experience: Bachelor's degree and 5+ years' experience in the technical area. Industry certifications can be a substitute for degree depending on specific technical area. * Leadership Competencies (List up to 6 directly from Pella's Competency Model): * Apply technical / functional expertise * Manage and improve processes * Practice self-development * Champion change and innovation * Foster collaboration * Inspire trust Certifications or licenses: Cisco Certifications Travel Expected: 5% of time QUALIFICATIONS: * Education and/or Experience: Bachelor's degree and 5+ years' experience in the technical area. Industry certifications can be a substitute for degree depending on specific technical area. * Leadership Competencies (List up to 6 directly from Pella's Competency Model): * Apply technical / functional expertise * Manage and improve processes * Practice self-development * Champion change and innovation * Foster collaboration * Inspire trust Certifications or licenses: Cisco Certifications Travel Expected: 5% of time ESSENTIAL RESPONSIBILITIES: Percentages represent guidelines only; May vary by position and fluctuate due to changing business needs. * 30% Technical design work - Technical specifications and analysis required to meet business needs. * 25% Day to day support of existing environment - Tier 2 support (monitoring alerts, responding to service tickets, preventative maintenance) * 20% Tier 3 technical support - Support other team members by providing industry expertise on difficult and complex issues. * 10% Project management - Development and coordination of large projects. * 10% Capacity planning and metrics - Proactive management aimed at cost effectively providing capacity to meet pending business growth and demand. Define metrics that are critical to effective capacity management. * 5% Documentation and support handoff - Produce operational documentation to turn over to technicians and service desk team members. * Responsibilities outside of normal business hours - Most maintenance will happen on weekends. On call support will be required. * Other duties may be assigned. Responsibilities: Designs complex LAN and WAN strategies to meet a broad spectrum of business needs. Coordinates implementation, optimization, and operation of LAN / WAN systems including procurement, installation, configuration, automation and management. Listens to customers to understand their needs and determines the best technology solutions to meet and exceed those needs. Technical / functional skills (includes computer skills): * Cisco data networks * Cisco voice networks * Cisco Contact Center (UCCE) * Cisco SD-WAN * Cisco DNA Center * Good understanding of voice and data networking with one or two areas of expertise ESSENTIAL RESPONSIBILITIES: Percentages represent guidelines only; May vary by position and fluctuate due to changing business needs. * 30% Technical design work - Technical specifications and analysis required to meet business needs. * 25% Day to day support of existing environment - Tier 2 support (monitoring alerts, responding to service tickets, preventative maintenance) * 20% Tier 3 technical support - Support other team members by providing industry expertise on difficult and complex issues. * 10% Project management - Development and coordination of large projects. * 10% Capacity planning and metrics - Proactive management aimed at cost effectively providing capacity to meet pending business growth and demand. Define metrics that are critical to effective capacity management. * 5% Documentation and support handoff - Produce operational documentation to turn over to technicians and service desk team members. * Responsibilities outside of normal business hours - Most maintenance will happen on weekends. On call support will be required. * Other duties may be assigned. Responsibilities: Designs complex LAN and WAN strategies to meet a broad spectrum of business needs. Coordinates implementation, optimization, and operation of LAN / WAN systems including procurement, installation, configuration, automation and management. Listens to customers to understand their needs and determines the best technology solutions to meet and exceed those needs. Technical / functional skills (includes computer skills): * Cisco data networks * Cisco voice networks * Cisco Contact Center (UCCE) * Cisco SD-WAN * Cisco DNA Center * Good understanding of voice and data networking with one or two areas of expertise