Ensure field sales tablets and call-center workstations maintain 100% uptime and rapid recovery from failure
Drive infrastructure-as-code (Terraform/Ansible) and automate endpoint provisioning, patch management, and certificate deployment
Provide Tier-3 support across the entire stack: servers, network, cloud, Five9, and end-user devices
Lead disaster recovery planning and testing, including Five9 failover and geographic redundancy
Respond to critical incidents that impact revenue (call center down, field reps unable to demo, etc.) with urgency
Ensure ultra-reliable, low-latency network connectivity (QoS, SD-WAN, direct peering) for offices, remote agents, and Five9
Enforce security best practices (Zero Trust, endpoint protection, PCI-DSS for call recordings, vulnerability management)
Troubleshoot voice quality, connectivity, and recording storage issues in real time
Own monitoring, alerting, and incident response — with special focus on Five9 call quality, SIP health, and real-time performance
Manage virtualization (VMware), Windows/Linux servers, Active Directory, DNS, DHCP, storage, and enterprise networking (Cisco/Meraki/Palo Alto)
Maintain runbooks, architecture diagrams, Five9 topology, and disaster recovery plans
During on-call shifts, provide Tier-3 support for servers, network, cloud, Five9, and end-user devices (desktops, laptops, and tablets) — including remote diagnosis and resolution for field sales reps and call-center agents outside normal business hours
Oversee corporate image creation, software packaging, Intune/MDM policies, refresh schedule for devices, automated deployment for Windows PCs, Macs, and iOS/Android tablets used in the field and call center
Act as final escalation points for complex desktop, laptop, and tablet issues (hardware, OS, application, VPN, Five9 softphone, etc.)
Participate in a shared 24/7 on-call rotation with the rest of the IT/infrastructure team
Architect, deploy, and maintain cloud infrastructure (AWS/Azure) to support enterprise applications and the Five9 cloud contact center
Manage IT ticketing queue (Jira or Zoho Service Management) and mentor junior team members on escalations
Requirements
voip
terraform
vmware
aws/azure
intune
5+ years
Advanced Technology Tools
Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience)
Expert-level knowledge of VoIP/SIP, QoS, WebRTC, SBCs, and voice troubleshooting
Demonstrated experience in 24/7 on-call rotations that include both infrastructure and end-user device support
Infrastructure-as-code (Terraform preferred), scripting (PowerShell/Python/Bash), and automation mindset
Proven ability to troubleshoot and resolve complex desktop/laptop/tablet issues remotely and under pressure
Current certifications highly desirable: VCIX, CCNP, AWS/Azure Architect, Microsoft Endpoint Manager, Five9 Engineer
Deep expertise in VMware, Windows Server, Active Directory, enterprise networking, and public cloud (AWS/Azure)
Extensive experience managing corporate endpoints at scale via Intune, Jamf, or similar MDM — including Windows, macOS, iOS, and Android tablets in field-sales environments
Exceptional communication skills — able to explain technical issues to call-center supervisors and field sales reps alike
5+ years supporting a cloud contact center (Five9 experience strongly preferred)
7+ years designing and supporting enterprise hybrid infrastructure
Preferred industry experience: Home services, construction, field sales with tablets, high-volume inbound call centers
Benefits
AFLAC Supplemental Insurance
Highly Competitive Salary & Bonus Opportunities
401K Savings Program with Employer Matching
Beautiful Gahanna, OH area offices
Health Benefits (Medical/Dental Coverage Options)
Stability of a 36-Year Industry Leader
Paid Time Off (vacation, Holiday, sick time)
Career Advancement Opportunities
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
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Security clearance
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Company
Overview
30 Years
Experience
Dedicated to transforming homes into beautiful, functional spaces.
The company is known for its extensive range of home improvement services, including windows, roofing, and bathroom renovations.
Improveit Home Remodeling serves clients across a wide array of residential and commercial projects, both large and small.
The company has built a reputation for quality craftsmanship and customer satisfaction, consistently earning repeat business.
With a focus on energy-efficient solutions, Improveit helps homeowners reduce energy costs through smart home upgrades.
The team at Improveit combines decades of industry experience with a commitment to personalized, attentive service.
Improveit has a diverse portfolio, from simple kitchen remodels to large-scale home exterior makeovers.
The company's dedication to using top-tier materials and innovative design solutions sets it apart in the competitive remodeling industry.