Posted in Management 30+ days ago.
This job brought to you by eQuest
Location: Eatontown, New Jersey
ESSENTIAL DUTIES AND RESPONSIBILITIES- MAY INCLUDE THE FOLLOWING: OTHER DUTIES MAY BE ASSIGNED.
Respond to client's requested within SLAs (Service Level Agreements) and strictly follow the incident process flow
Provide remote support for Cisco Unified Communications products including Unified Communications Manager, Unity, Presence, Call Center and Jabber
Troubleshoot and resolve issues within managed service client environment with:
o Cisco phone/user issues including QoS (Quality of Service) related phone issues
o Cisco Unified Border Element (CUBE) and voice gateways (Level 2 knowledge with MGCP, H.232, RTP and SIP protocols)
o PSTN (PRI) circuits including SIP trunks
Perform Moves, Adds, Changes, Deletes on managed service clients UC environments (Unified Communications Manager, Unity, Presence, Call Center and Jabber)
Provide technical expertise relating to Unified Communications systems to project teams
Identify and monitor key voice service components
Perform daily preventative maintenance checks and services on managed devices in client infrastructure
Help identify recurring system performance issues
Provide performance reporting on covered devices
Work directly with other NSOC Analysts and Engineering resources for issue resolution
Provide direct communication to affected users and companies on outages and maintenance activities
Maintain detailed notes within ticketing systems on all issue resolution activities
Maintain customer technical information within defined documentation standards
Develop and maintain installation and configuration procedures
Obtain/maintain technical/professional certifications applicable to position or as directed
Manage and maintain monitoring and alerting systems
Coordinate and track RMA (Return Material Authorization) requests, to obtain RMA authorization requests and completion of RMA submittal forms
Assess and identify appropriate solutions to be integrated into the systems operation and make recommendations for implementation and troubleshooting
Provide emergency on-call support on a rotating schedule
Perform other duties as assigned
Open, track and close service tickets
Answer incoming calls and monitor various e-mail accounts and act according to NSOC procedures and processes
OTHER SKILLS and ABILITIES:
Excellent Interpersonal Skills (develop and maintain strong working relationships)
Strong work ethic
Strong communication skills
Ability to multi-task as necessary
Ability to prioritize tasks
Strong organizational skills
Excellent written and verbal communication skills with focus on customer satisfaction
Customer service skills
Proactive approach and good troubleshooting techniques
Strong problem-solving skills with an emphasis on quick problem resolution
Attentive and detail oriented
Prior helpdesk experience is a plus
Less than 25% travel required
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to stand; walk; and use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job involve normal vision.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet to moderate.
Aspire Technology Partners is an Equal Opportunity Employer. All qualified candidates will receive consideration for this position regardless of race, color, religion, sex, national origin, age, disability, genetic information, or any other characteristics protected by applicable law.
Employment is contingent upon successful completion of background and drug screening.