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Black Box
2 months ago
About the job :
Please apply only if you flexible to work for Rotational Shift / Flexible for working on late night hours
Work location : Bangalore
Mode : Work from Office
Shift timing : Rotational shifts
Primary Roles & Responsibilities :
- Install, configure and troubleshoot Cisco Unified Communications products including Unified Communications Manager, Unity and Unity Connection, Presence, Contact Center Express, Cisco Webex and Cisco Webex Contact Center.
- Install and configure voice gateways as part of the Collaboration solutions
- Install and configure LAN switches and networking components
- Establish QOS policies
- Install and configure SIP border solutions (CUBE and other SBC's)
- Strong understanding of security and privacy controls for voice systems and the ability to design and configure according to the current standards.
- Troubleshoot integrated technology issues and maintain an accurate issues list.
- Provide systems administration training to clients
- Learn to understand the customer environment (technical and political) and when to escalate.
- Work with Account Managers to identify new opportunities (cross selling and up selling while on projects)
- Participate in the modification and continual improvement of the both the professional services project documentation and the project implementation processes
- Assist support technicians in troubleshooting client installation
- Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities.
- Ensure further expansion of skill-set in the products & services that Black Box supports.
- Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience.
- Foster and contribute toward collaborative working relationships within NACS operations and across all levels and departments of the organization to execute service desk functions and company priorities.
- Perform other duties as assigned
Knowledge, Skills, Abilities :
- Accountability : Demonstrates an understanding of the link between one's own job responsibilities and overall organizational goals and needs, and performs one's job with the broader goals in mind.
- Looks beyond the requirements of one's own job to offer suggestions for improvements of overall organization operations.
- Takes personal ownership in organization's success.
- Customer Focus : Demonstrates concern for meeting internal and external customers' needs in a manner that provides satisfaction for the customer.
- Considers the impact on the external customer when taking action, setting policies or carrying out one's own job tasks.
- Looks for external trends that are likely to shape the wants and needs of customers in the near future.
- Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.
Decision Making : Makes good decisions using a combination of analysis, knowledge, experience, and judgment.
- Analyzes and distinguishes core problems by looking at the symptoms.
- Resolves key issues behind major problems in the short term while developing and executing long term solutions.
- Has a strong record for making decisions that are correct and accurate.
- Applies strategies to implement effective decision making during crises.
Interpersonal Relationships :
- Demonstrates appropriate and professional behavior at all times.
- Uses a high degree of tact and diplomacy in working with others.
- Models and exercises sound judgment regarding personal conduct.
- Is aware of one's own style or preference and its impact on others.
- Earns the respect of others.
Problem Solving and Critical Thinking : Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on own knowledge and experience base and calling on other references and resources as necessary.
- Undertakes a complex task by breaking it down into manageable parts in a systematic, detailed way.
- Identifies the information needed to solve a problem effectively.
- Gets input from internal/external contacts who are closest to the problem.
Education / Experience Requirements :
- CCNP Voice/Collaboration or equivalent experience.
- (CCIE Voice/Collaboration strongly preferred)
- Bachelors degree and/or equivalent work/military experience (5+ years).
This position requires Senior level experience with implementation, configuration, and troubleshooting in the following applications :
- Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco IM and Presence (Jabber), Unified Contact Center Express (UCCX), Cisco Emergency Responder (CER), Expressway/Collaboration Edge as well as Cisco Cloud Collaboration portfolio.
- Experience designing collaboration solutions given client requirements and goals
- Strong understanding of TCP/IP and ability to install and troubleshoot LANs and WANs
- Strong understanding of cloud and virtualization technologies
- Automation, orchestration and/or development experience a plus
- Ability to manage and coordinate multiple projects
- Excellent communications and documentation skills
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