Server Administration: Installing, configuring, and maintaining server hardware and software, including operating systems, applications, and patches to ensure optimal performance and reliability.  Also, overseeing the physical setup of server racks, including Servers, Storage, Switches, cable management, documentation, labeling, and configuring KVM switching for console and remote access. Additionally, practice server asset management, including maintenance of server component inventory and related documentation and technical specifications information. Network Management: Configuring and maintaining network devices, such as routers, switches, firewalls, and VPNs, to ensure smooth and secure communication within the organization. Monitoring network bandwidth utilization using SolarWinds. Security Management: Implementing and monitoring security measures, such as firewalls, antivirus software, and intrusion detection systems, to protect the organization's data and systems from cyber threats. Backup and Recovery: Creating and executing backup and disaster recovery strategies to maintain data integrity and reduce downtime during system failures or emergencies. Setting up systems for high availability with backup and recovery, failover, load balancing, and complete redundancy strategies. Conducting regular system backups and recovery tests. Conducting annual updates for the Disaster Recovery Plan (DRP) and Business Continuity Plan (BCP). End User Support: Providing technical support to end-users, troubleshooting hardware and software issues, and assisting with IT-related inquiries to ensure smooth operations for all employees. Manage end-user accounts, permissions, access rights, and storage allocations in accordance with best practices. Software Updates and Patch Management: Installing software updates, patches, and security fixes to keep systems up to date and protected against vulnerabilities and exploits using SCCM (System Center Configuration Manager) & Rapid7. Documentation and Reporting: Maintaining detailed documentation of IT systems, configurations, and procedures, and generating reports on system performance, security incidents, and compliance with IT policies. Capacity Planning: Monitoring system performance and resource usage, forecasting future needs, and recommending upgrades or expansions to meet the organization's growing IT requirements. Compliance and Policy Enforcement: Ensuring that IT systems comply with industry regulations, company policies, and best practices, and enforcing security policies to safeguard sensitive information. Collaboration and Communication: Working closely with other IT professionals, such as network engineers, cybersecurity analysts, and database administrators, to coordinate IT projects and resolve complex issues collaboratively. Administration & Implementation: Configuring, managing, and enhancing the CXone solution, including setting up tenants, IVR systems, and other applications. Application Management: Creating, maintaining, and updating CXone applications for call and screen recordings, including Central, QM, WFM, reporting, and speech analytics. IVR Scripting: Creating, maintaining, and updating CXone IVR scripts/code using CXone Studio, and configuring IVR based on business and client requirements. Integration: Supporting the integration of CXone technology with other systems, including screen pops and omnichannel routing of voice, email, and chat via web services. Troubleshooting: Analyzing, diagnosing, and resolving application problems related to CXone technology. Process Improvement: Working with internal and external teams to continuously improve CXone applications and ensure high-quality and timely delivery. Policy Development: Developing policies, procedures, and standards for installing, configuring, and supporting CXone technology. Monitoring: Monitoring CXone applications to ensure high availability, security, and compliance. On-Call Support: Performing on-call or scheduled after-hours work as required.

Education and Experience

Bachelor's Degree: A bachelor's degree in computer science, information technology, or a related field is
typically required.
Experience: Several years of experience as a system administrator, preferably with a focus on managing
and maintaining enterprise-level systems and networks, particularly in the contact center or CX industry.
Certifications: Relevant certifications, such as CompTIA A+, Network+, Security+, Microsoft Certified
Systems Administrator (MCSA), Avaya Certified Professional (ACP), or NICE CXone certifications, can be
highly beneficial.