The primary objective for client facing issues is to restore business continuity as soon as possible, whether in the form of a temporary work around or permanent resolution; manage the research, resolution, and response to end-user issues/problems/ questions received via email, telephone calls, callbacks or escalations.

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Responsibilities

• Initiate technical assessment, troubleshooting and root-cause analysis for Unified Communication’s applications and integration within a client’s environment
• Ability to handle complex problems effectively separating key issues and generating multiple solutions
• Remediate open issues by implementing a workaround or permanent fix
• Facilitate testing when applicable
• Primary point of contact for clients reporting issues
• Responsible for successfully managing customer expectations
• Maintain a constant line of open communications with clients and internal teams and provide timely updates for outstanding incidents
• Ability to develop rapport with client management and maintain strong working relationships
• Ensure all assigned incidents are current and updated according to SLA policy
• Promote team spirit and work collaboratively to achieve team goals

Requirements

Knowledge of the Cisco Unified Communications Suite

• • Unified Communications Manager
  • Unified Messaging
  • Unified Contact Center Express
  • Unified Presence
• Knowledge and experience administering a Microsoft Windows client/server environment (2003 & 2008R2), Windows applications as well as general desktop (Windows XP &7) support
• Knowledge of VMware products
• Knowledge and experience with TCP/IP network management
• Bachelor's degree preferred
• Cisco CCENT/CCNA – required upon hire or to be completed within 6 months of hire date
• Attain other Cisco or non-Cisco certifications and specializations, as discussed with management
• Excellent verbal communications and written documentation skills are required
• Strong time management & organizational skill
• Strong troubleshooting skills
• Cultural Fit!!