DigitalHire
WHAT YOU WILL BE DOING
- Support Team Members by building new hires, moves/adds/changes, application access & trouble tickets
- Perform administration of Cisco Unified Communications Manager, Cisco Unity Connection & Cisco Contact Center Enterprise
- Monitor Unified Communication system applications to ensure peak performance
- Handle 2nd level incident/trouble tickets & escalate to appropriate persons or groups if necessary
- Assist in monthly system patching & testing of Unified Communication systems
- Provide regular status on tasks accomplished, current issues & progress toward goals
- Creates and maintains documentation as it relates to standard operating procedures
- Monitor and test voice network performance, and provides performance statistics and reports
- Collaborate with other team members across IT and the business
- Participate in rotating on-call coverage or emergency response as need
- Provide coaching, mentoring, and training to UC Admin 1’s.
- Primary point of escalation for UC Admin 1’s to assist them with higher level troubleshooting
- Work with UC Engineers on higher-level projects
WHAT WE NEED FROM YOU
Required
- Computer-related degree or equivalent experience
- 3+ years of experience in Information Technology
- 2+ years of experience with Cisco application administration
- Experience with Cisco Call Manager and Unity Connection
- Strong working knowledge of TCP, UDP, SIP and VoIP
- Configuring, troubleshooting and maintaining networking systems
- Communicate technical issues and solutions in a clear, simple and understandable way
- Strong Microsoft Office experience (Word, Excel, PowerPoint)
- Experience working in ticketing systems (ServiceNow)
- Onsite, full-time attendance
- Experience with Cisco Call Manager, Cisco Unity Connection & Cisco Contact Center Enterprise
Preferred:
- Computer-related degree or equivalent experience, or CCNA or equivalent certifications
- Experience with Packaged or Unified Contact Center Enterprise
- Experience with Contact Center Enterprise, Cisco Emergency Responder & Unified
- Communications third-party applications/integrations
- Experience with automation/provisioning tools
- Financial Services industry experience