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Job Description
- Troubleshoot, identify and resolve IPT (Cisco) and backbone voice Incidents.
- Troubleshoot, identify and resolve call center and access number faults.
- Troubleshoot value added services (Voice Mail, Attendant console, etc...)
- Document all troubleshooting and provide regular updates for all actions executed to solve customer’s incidents via electronic case management system.
- Liaise with higher level support for incident escalation and resolution.
- To keep management informed of any major customer or network faults.
- Liaise with other internal teams to resolve faults affecting voice service.
- Activate escalation procedure with vendors when needed.
- Perform change management activities. (Implement customer simple and complex changes ).
- Perform release management activities. (Implement new release and upgrades)
- Act as escalation point for voice implement teams.
- To undertake any other reasonable task as assigned by the management team.
Job Requirements
- At least one year of experience in Cisco collaboration technologies.
- Good knowledge with IP networking
- Hands-on experience on Cisco collaboration technologies and products (CUCM , CME , CUC , CUE and UCCX)
- Good understanding of voice protocols and standards.
- CCNA Collaboration is a must.
- CCNP collaboration is preferred.
- Good in English.
- Coordination, teamwork and networking capabilities