Description
Cisco UC Support Engineer:
2nd Line Support: Support the Office Infrastructure Teams located at different countries
Supervise & handle MAC's: Using Client procedures and tools to handle Move, Add & Changes respecting internal SLA's
Incident Management: Handle the daily incident workload and act as SPOC in case issues need to be escalated to your off-site support teams or the vendor
Configuration Tasks: During periods of lower activity the resource can be requested to work on smaller activities related to the UC environment such as:
Validation Tasks: Activities and validations at our Test Environment
Deployment Tasks: Launch tested configuration at Production Environment
Pro-active Tasks: Housekeeping, configuration, audit & review activities to ensure the health of the environment
Open tickets at external vendors: Interface with vendors to investigate, analyze and fix issues
Security Rules: Client specific security rules need to be respected at daily basis
Compliance & Ethics: All Information & Data is property of Client and cannot be shared outside the Client Company
Replacement resource: Obligation to provide a replacement resource in case of illness, vacation or unavailability of the regular resource
Training resource: Obligation the replacement resource received adequate training to be familiar with the Client environment, tools and procedures
Reporting: Monthly Labor reporting
Internal Ticket System: Client specific tools & procedures related to incident management (update of internal ticketing system)
Privileged Access Management: Client specific tools & procedures related privilege access management (request root access to systems)
Change Management: Client specific tools & procedures related planned change activity notification (interact with Air Traffic Control Team)
Kurmi Unified Provisioning: Client specific tool to provision the UC system
Workflow tools in Lotus Notes: Client specific tool to manage Joiner, Mover & Leavers