Description
Overall Purpose:Provide CISCO Tier 2 technical support and enterprise routing experience.
Roles & Responsibilities:
1) Receives, owns, and resolves fault/outage events related to Cisco-based Contact Center platforms that are supported by the Engineer Service Assurance division.
2) Performs installation, operation, configuration, customization and usage of assigned products.
3) Responsible for receiving and working trouble and change tickets according to specified time frames.
4) Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
SKILLS:
Qualifications:
- CCNA Voice Certification
- CCNP Voice Certification
- Cisco Call Manager - CM
- Cisco CVP, Cisco ICM
- Cisco IPIVR and QM
- Cisco TAC
- Cisco Technical Support
- Cisco UCCE enterprise and express
- Cisco Voice Gateway
- Linux
- Unix
- Windows operating system
- Bachelor Degree or equivalent experience
- CCIE Voice Certification
- CCVP Certification
- Cisco WIM EIM VXML and Studio
- Linux Operating System
- Visio