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Job Description
- Ensure stable and reliable collaboration services
- Day-to-day collaboration performance monitoring.
- Collaboration troubleshooting and fault analysis; hardware troubleshooting and repair.
- Trouble ticket generation and response; carrier interface and escalations.
- Application of configuration changes via our change control systems and processes.
- Administration for Management applications for health monitor and archive configuration.
- Participate in a 24x7 call-out rota.
- Technical administration for Collaboration and Call Centers devices and applications which include but not limited to the below
- Call manager (Cisco call manager, call manager express, SRST,..)
- Presence (Jabber, Microsoft Lync,..)
- IP Phones (Cisco 39xx, 69xx,79xx, 88xx, 78xx, 99xx,…)
- Video End points (Cisco DX, SX and MX,..)
- Voice emails
- IP Fax (right fax,..)
- Collaboration edge (Cisco expressway, Microsoft Lync edge,..)
- Contact center (Cisco IPCC express, agent email,…)
- Cisco Social Miner (live chat, Facebook, twitter,..)
- Recording and quality management (Calabrio, cisco advanced quality management,..)
- Workforce management
- Technical administration for IVR, scripting and database integration.
- Administration for Collaboration management application which includes but not limited to (cisco prime,…)
- Follow up regular upgrades for all devices and applications.
- Participate in service failover testing.
- Support internal / external users for all network problems.
Job Requirements
- Bachelor's degree in communication / computer engineering
- 1-3 years working experience in a similar environment
- CCNA collaboration is a must.
- CCNP collaboration certificate are preferred
- Experience in Cisco Partner or cloud provider is preferred
- Willing to work for long hours on occasion
- Strong Team Player with solid interpersonal skills
- Excellent communication skills
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