Cisco Voice Engineer

VOICE ENGINEER Contract to Hire

Needs to have Cisco UCM phone system experience & some of the NOC II qualifications below.

• Responsible for resolving and supporting within the NOC via remote control solutions and on-site client support of medium/high complexity incidents (pertaining to but not limited to: WAN and LAN connectivity, routers, firewalls, and security) as well as service requests, perform escalations, generate daily tickets for the services and support provided.
• Support disaster recovery solutions and executes Severity/Crisis Management process with communication to IT department, and other departments including management, vendors and clients during a planned or unplanned outage.
• Informs management and key client personnel of operational and procedural deficiencies when encountered during shifts or from problem management issues.
• Performs remote access solution implementation and support (VPN, Terminal Services, and Citrix), remote monitoring and management of system alerts/notifications, proactive services and support by investigating, tracking, monitoring and document all departments/sites for nonfunctioning devices, perform repairs and routine maintenance of hardware and software, scheduling and documenting all support activities, completion of ticket registering daily which includes the following but not limited to escalations, resolutions and departmental/customer follow ups.
• Provides support on escalated client communications, provides support on internal escalated issues from other support levels and ensure a rapid decision responses, perform investigative analysis while providing accurate, thorough answers in a timely manner to customer inquiries.
• Perform Patch Management/Anti-Virus Alert monitoring on Servers and Workstations, Backup alert monitoring and restores, queue management to achieve service level agreements in a timely manner and provide Quality Assurance standards for work performed, and where applicable train staff/client members.
• Responsible for performing the On-Boarding process and audits of new or current clients. Setting up and configuring Alerts, Remote Monitoring Tools, and knowledge transfers for the NOC to commence client support and services. Generate risk analysis gap reports and provide maturity recommendations to VCAs for strategic planning sessions.
• Interface with client’s executives, technical representatives, other technology services department/personnel, UDT partners, and all levels of UDT employees to ensure that operational procedures, accurate escalation processes, timely document registration within UDT’s Professional Service Automation (PSA) tool and status updates are performed and streamline workflow is maintained to ensure customer satisfaction.
• Works with clients/vendors to resolve technical problems in the most effective and expeditious manner, collaborate to implement practices to improve operations.
• Collaborates with management in the implementation of programs incorporating changes to methods, systems and procedures.
• Participate in discovery sessions with prospects and customers to gather and understand their technical and functional requirements.
• Maintain satisfactory consistent resolution of customer service level agreements and improve customer service, perception, and satisfaction
• Work with the Service Desk Dispatcher to ensure requests are routed/escalated to the proper resource in a consistent manner
• Responsible for entering all work as service tickets, time and expenses in UDT’s Professional Service Automation (PSA) tool
• Education/Experience: Bachelor’s degree or equivalent combination of education and experience in Information Technology, Computer Science or related field
• working knowledge and diagnosis skills of Hardware/Software such as: Laptops and Desktops Computer Networking, Network Printers, Scanners, Ethernet, LAN/WAN, AD, DNS, Microsoft Office Applications, Citrix, Internet Protocols, Wireless Networking Protocols, Ticketing Systems, and VoIP Phone system.
• Windows-based environment(s) and 6 years’ experience with Macs.
• Certifications in A+, Network+, Microsoft MCDST/MCSE, APPLE ACMT, HDI-DST, Citrix CCEA or CCIA, Cisco CCNA, or VMware VCP a plus