Beschreibung
Aufgabe:- Maintain ownership of Level 2 assigned incidents
- Provide technical guidance and support to the Level 1 WebEx & UC Support Engineer
- Ensure all MACD?s and Incidents are processed within SLA
- Provide standby support on weekends and after office hours for critical changes- Responding to alerts, and direct contact (phone/email)
- Assist in code upgrades and patch management
- Provide backfill support and assist during normal operations with 2nd level incident management and technical escalations
- Demonstrate technical competence across all Client?s Cisco Voice services
- Assist Level 3 personnel for Client?s Cisco Voice projects e.g. Code upgrades & bug remediation
- Escalation of critical events
- Manage and monitor the Level 2 incident queue
- Be the first point of escalation during the assigned shift period
- Able to take up shift rotation
Anforderung:
- 5+ years of experience in providing level 2 support.
- Global support experience is highly preferred.
Certifications preferred
- Cisco Certified Voice Professional (CCVP?) - (highly preferred)
- Cisco Certified Internetwork Expert - Voice (CCIE? Voice) - (highly preferred)
- Cisco Unified Contact Center Enterprise Implementation ? (highly preferred)
- Cisco IP Telephony Operation Specialist ? (highly preferred)
Technical knowledge domain and experience required in the following areas
- CISCO Unified Communications Manager 8.X and above
- Advance troubleshooting skills
- Cisco Unified Contact Center Enterprise 8.X and above
- Basic UCCE troubleshooting
- Cisco Emergency Responder
- Cisco Call Manager
- Cisco Unity Express
- Cisco WebEx
- Cisco Jabber Client
- Cisco Unified Presence Server
- Cisco Unity Connect
- Netwise Operator Console
- Fluent English written and spoken
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Branche: IT/Beratung