
Senior Technical Support Engineer
3 days ago
About the Role:
We are seeking a highly skilled and experienced Technical Support Specialist to join our team. In this role, you will be responsible for providing advanced technical support for our voice and collaboration platforms, including Cisco UCCE, UCCX, PCCE, and other related systems.
Key Responsibilities:
* Provide expert-level technical support for voice and collaboration platforms
* Troubleshoot complex issues using advanced remote/on-site techniques
* Collaborate with cross-functional teams to resolve issues and improve service delivery
* Develop and maintain knowledge base articles and documentation
* Stay up-to-date with the latest technologies and industry trends
Requirements:
* 8-12 years of experience in Cisco UC, UCCE, Voice gateway, call management, Webex, CVP, VMware, patch management, release management
* Strong analytical and problem-solving skills
* Excellent communication and conversation skills (verbal and written)
* Experience with VOIP protocols (SIP, H.323, and MGCP) and telecom infrastructure protocols (ISDN and analogy signalling)
* Knowledge of Cisco Voice network deployment models and functioning of voice network devices
* Ability to work in a 24/7 business support environment
Bonus Points:
* Experience with ITIL process
* Familiarity with performance management tools and integration with other tools
* Strong Excel analytics skills and ability to prepare Power Point presentations
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