
Senior Technical Support Engineer
2 days ago
Job Title:
Senior Technical Support Specialist.
A highly skilled Senior Technical Support Specialist is needed to support our Unified Communications team.
- Expertise in Cisco UCCE / UCCX / PCCE solutions & 3rd party Call recording platforms.
- Knowledge of Cisco ICM/CCMP/CVP/CUIC & troubleshooting.
- MACD creation knowledge in Cisco UCCE & IPT platforms.
- Clear understanding of VOIP protocols like SIP, H.323, and MGCP, with awareness of ITIL process.
- Understanding of Cisco Voice network deployment models and functioning of voice network devices.
- Knowledge and use of VOIP and Performance Management Tools, with integration experience with other tools.
- Understanding of Telecom infrastructure protocols like ISDN and analog signaling.
- Ability to work in a 24/7 business support environment.
- Experience working with Cisco Voice platform.
- Work experience with CUCM/UCCE/UCCH/CVP platforms.
- Strong verbal and written communication skills.
- Coordination with Third Party Providers for problem resolution of telecommunication problems & OEMs for incident resolution.
- Remote/on-site troubleshooting activities encompassing system design issues, upgrade plans, creation of technical product documentation, upgrades, and site coordination.
- Point of contact for all service delivery issues, pending work, and escalations.
- Team support and process improvements through individual contributions.
- Maintain and update Knowledge Base and documentation & initiate processes improvements.
- Excellent communication and conversation skills (Verbal and Written), Strong analytical and problem-solving skills.
- UCCE or PCCE Email & Voice communication skills & teamwork. Power point presentation/preparation and good Excel-related analytics.
- 8-12 years of experience in Cisco UC, UCCE, Voice gateway, call management, Webex, CVP, VMware, patch management, release management.
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