Cisco / Avaya Support Engineer

Jun 25, 2021

Job description

  • Investigate, resolve, and close at least the percent of assigned tickets as stated in the SLA  
  • Respond to all after hours alerts and incidents and support of changes scheduled by other teams that require T2/On-call support and or validation. 
  • Re-assign unresolved ticket to the Tier 3 team with the supporting/required escalation documentation. 
  • Track and report on ticket volume and close rate at least monthly by ticket type / system 
  • Create/update knowledge base content to reduce unnecessary touch-points. 
  • Perform and log results from daily System Health Checks  
  • Perform Business Continuity fail overs and log results to failover tracking site on each system and frequency determined by Client. 
  • Perform Monthly Microsoft Patching restarts 
  • Create Change requests for certain change types  
  • Participate in Call Center maintenance work to assure that phones and equipment register correctly 
  • Conduct orderly and accurate shift transitions with Client’s Team 
  • Integrate industry best practices and tools to drive automation and efficiency where appropriate 

Responsibilities

  • Pier tickets are generated by the Service Desk and assigned to the Tier 2 queue as applicable to Operations. 
  • The Tier 2 Service Lead will assess and assign the ticket to a UC Contact Center Platform after-hours support resource (“the resource”).   
  • The resource is responsible for ensuring that all appropriate tagging (incident area, configuration item, etc…) have been assigned to the ticket.   
  • The resource will search the knowledge base for a solution, and if none, will make every attempt to remediate/resolve.  The resource will then update the ticket accordingly, contact the user, and add a knowledge base article describing the steps to resolution.   
  • If unable to resolve the ticket, the resource will escalate to the relevant T3 group/designee with a prescribed set of details captured.   

Desired Candidate profile

  • 3+ years of experience Contact center Technology and capability to handle and support Avaya and Cisco based solutions 
  • Cisco UCCE  
  • Avaya CM, SIVR, CMS, AES 
  • SIP protocol understanding and troubleshooting 
  • GENBAND SBC and RSM 
  • Should be B.E, B.Tech, MCA, M.Sc. qualified 

Job Type: contract
Job Location: Pune

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