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Job Description
About the Job
- Ensure stable and reliable Operation for internal cloud
- Day-to-day performance monitoring.
- Technical administration and troubleshooting for Cisco collaboration solutions including (Collaboration End Points, Call Manager, Unity, IP Fax Solution , Video Solution , Jabber IM& presence , Express Way (MRA & Jabber Guest) , Webex , Prime Management, Voice Gateways and PRIs).
- Technical administration and troubleshooting for Cisco Contact center solutions including different channels (IVR and scripting, Email, Social Minor (Live Chat, Social Media) ,Fax , Video with remote support) and quality tools (CUIC, AQM , Voice and Screen recording , WFM)
- Troubleshooting and fault analysis and repair.
- Trouble ticket generation, response and escalations.
- Standard changes implementation via our change control systems and processes.
- Administration for Management applications for health monitor and archive configuration.
- Participate in a 24x7 call-out rota.
- Ticket and standard changes response for customer with valid support contract
Job Requirements
- Bachelor's degree in communication / computer engineering.
- 3-5 years working experience in a similar environment (UCCX experience is a must).
- CCNA collaboration is a must.
- CCNP collaboration certificate is a must.
- 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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