Your main focus will be driving incident restoration during outages with a secondary focus on Continual Service Improvement activities to advantage the overall service. You will be a key resource in driving growth and customer sentiment across our Cloud Calling platform.
Qualifications:
2.5+ years of experience in advanced technical support
Cisco Certified Network Associate certification required
Cisco Certified Network Skilled or Voice Collaboration certification preferred
Possess the ability to think analytically while working in a high volume work setting
Able to easily communicate complex concepts and instructions to non-technical end-users
Possess knowledge and understanding of network designs and concepts
Able to apply technical knowledge to troubleshoot and isolate VoIP Issues
Required Knowledge/Technical Skills
Intermediate level experience in handling Cisco IP telephony Network Infrastructure.
Basic Understanding of concepts: OSI and TCP/IP Model, VTP, STP, Ether channel, HSRP, Routing Protocols .etc.
Intermediate understanding of switching - VLAN, Voice VLAN, Inter Vlan routing, PoE etc.
Basic Understanding of UCS machines, ESXi and CIMC
Intermediate/Expert understanding of the following Cisco Unified Communication Products
CUCM 7.x,
8.x and above
Cisco Unity Connection
Cisco Unified Communication Express Cisco Unity express
Cisco Voice Gateways (ISR Routers and Analog gateways)
Gateway protocols: H323, SIP, MGCP
Trunks, E1/ T1(CAS, CCS), FXS /FXO etc.
Gatekeepers
Understanding of CUBE
Key Skills
Excellent Voice and Communication Skills.
Global orientation and Process oriented.
Ability to stay focused and Open to work in night shifts
Proactive Monitoring of alarms and incident cases.
Managing Phone Queues.
Incident tracking to ensure continuity across shifts.
Coordination of communication bridges during major outages.
Work with multiple vendors/teams as required to drive issues to resolution.
Execute changes and tasks as assigned per defined procedures.
Follow proper documentation procure on incidents and adhere to defined SLA/SLOs
Use Lab to recreate scenarios to provide solution to issues.