Posted in Management 30+ days ago.
This job brought to you by eQuest
ESSENTIAL DUTIES AND RESPONSIBILITIES- MAY INCLUDE THE FOLLOWING: OTHER DUTIES MAY BE ASSIGNED.
Provide remote support for core Cisco Unified Communications servers including: Unified Communications Manager (CUCM), Unity Connection, IM & Presence, Unified Contact Center Express (UCCX) (9.X and higher) and Cisco Unified Border Element (CUBE)Configure/debug gateways (including VG224, VG310s, etc) with MGCP, H.323, SCCP, and SIPConfigure/troubleshoot devices to be used as Conference Bridges, MTPs (Media Termination Point), and TranscodersRespond to client requests and alerts within SLAs (Service Level Agreements) and strictly follow the incident process flowOpening cases with Cisco TAC (Technical Assistance Center) when necessaryFamiliarity with networking concepts is preferredPerform Moves, Adds, Changes, Deletes on managed UC environmentsProvide technical expertise relating to Unified Communications systems to project teamsPerform daily preventative maintenance checks and services on managed devices in client infrastructureOpen, track and close service tickets in a timely mannerAnswer incoming calls and monitor various e-mail accounts and act according to NSOC procedures and processes
Must route non-UC tickets to appropriate resource for resolution
Help identify recurring system performance issuesProvide performance reporting on covered devicesWork directly with other NSOC Analysts and Engineering resources for issue resolutionProvide direct communication to affected users and companies on outages and maintenance activitiesMaintain detailed notes within ticketing systems on all issue resolution activitiesMaintain customer technical information within defined documentation standardsDevelop and maintain installation and configuration proceduresObtain/maintain technical/professional certifications applicable to position or as directedManage and maintain monitoring and alerting systemsCoordinate and track RMA (Return Material Authorization) requests, to obtain RMA authorization requests and completion of RMA submittal formsAssess and identify appropriate solutions to be integrated into the systems operation and make recommendations for implementation and troubleshootingPerform other duties as assigned
The individual can be based in our headquarters in Eatontown, NJ or work remotely.