Application Tech Support Practitioner

Project Role :Application Tech Support Practitioner


Project Role Description :Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills :Unified Communication and Collaboration Operations


Good to have skills :NA
Minimum
2 year(s) of experience is required


Educational Qualification :Graduated
Job Description:-Engineer will be responsible for managing technical excellence within the Voice Team and providing 2nd & 3rd level technical assistance. This role includes problem management, client liaison, technical architecture and product development. Apart from this, engineer will provide 2nd Line Support for supporting analysts, end users and delivering functions under the Enterprise Voice Portfolio. Support typically takes the form of investigating and resolving problems, incident handling. Availability and performance monitoring, routine start-up and close-down and maintenance of operating plans and schedules. This individual will have experience in administering and support of Cisco Webex calling as well as Webex. Flexible work schedule is a requirement, must be able to work nights and weekends when necessary.Knowledge/ Experience:-

Cisco WebEx Calling services.

Configuration and troubleshooting experience on Cisco WebEx Calling Services.

Cisco switches and routers.

RedSky E911 solutions.

Cisco Webex end points management.

Strong understanding of protocols SIP,MGCP, SCCP, QSIG & H.323Skills:-

Cisco WebEx Calling Service Experience.

Cisco IP Telephony administration experience on Cisco Unified Communication Manager.

Knowledge and understanding of Cisco Voice network infrastructure.

Cisco Webex, Voice Gateways, IP Phones, SIP & H323 Trunks.

Cisco Unified Communications/Cisco Webex.

Carrier Management.

Protocols:TCP/IP, IP subnetting, VLAN's, Ethernet, DHCP, DNS, QoS.

4+ years Voice/Data Network specific experience

Work closely with business partners on telephony related issues to assess impact and manage clientCertification/
Qualifications:-

Cisco Unified Call Manager and Cisco Unified Compute System certification on VoIP systems

CCNA- Voice (CCNA) (Preferred)

CCNP- Voice (CCVP) (Preferred)

Working knowledge of LAN/WAN and data networks.Key Responsibilities:-

Overseeing the support and business as usual tasks of the Cisco WebEx Calling Services for voice routing and voice services.

Handle incident and service requests and resolve within the agreed Service Level Agreement.

Diagnosing faults and providing complete resolution to customer satisfaction.

To produce knowledge articles and information to be distributed amongst the team.

All client documentation and run book information is kept up to date.

Act as a point of contact for all customer escalations.

Client satisfaction and user communications.

Quality updates into the ticketing system

Perform administration, configuration of Cisco systems

Coordinate, test, and implement applications and technology through projects and initiatives.

Identify applications and systems that require updates and coordinate the implementation with the business owner.

Analyze issues and performance problems that impact the ability to conduct business Break/Fix Support.

Proactively manage open incidents, provide regular updates on status.

Prepare and produce root cause analysis reports.

Identify/recommend infrastructure upgrades and improvements based upon industry best practices and the Cisco Lifecycle Services Approach.

Performs routine system administration and maintenance on local or remote locations with no impact to the business.

Participate in 24/7 support and on-call rotation, including incident management duties.


Qualifications
Graduated