Associate Specialist - Engineer Voice & Collaboration

About ISSQUARED:

An emerging value provider across an array of digital transformation solutions to address on-demand security and governance needs. Founded in 2010, the footprints of ISSQUARED span across the pillars of Cybersecurity, Cloud Infrastructure, and Managed Services to companies of all sizes, including Fortune 500. The core competencies of IT Security and Infrastructure Solutions complement each other to form ISSQUARED.

Job Category: Fulltime

Job Title: Associate Engineer - Unified Communications

Job Overview:

ISSQUARED, Inc. has an opening for a full time Unified Communications Associate Engineer to provide Tier I client support of ISSQUARED s entire UC offering, including Ribbon s Application Server and suite of SBC s, Ribbon s Kandy Business Solutions (white-labeled as UCFlex), and the legacy ShoreTel 14.2/Mitel MiVoice Connect Product Line (Contact Center, Mobility Router and Collaboration). The potential candidate should hold some or all the attributes listed below and have a strong emphasis on customer service.

This position will work closely with the client and ISSQUARED team to respond to Incidents and Services Requests, either initiated from ISSQUARED monitoring tools or by the client. The Unified Communications Engineer is responsible for initial incident verification, triaging, and resolution or escalation or each Incident or Service Request as needed.

Work Location: Hyderabad

Qualifications: BE/B.Tech./M.Tech. /MCA/Degree in Computer Science

Experience: 4-8 Yrs.

Key Responsibilities:

Assist with installation services delivering functional system, including project planning, cutover, site documentation, and end-user training

Provide support on client Incidents and Service Requests

Work closely with the complete Managed Services team, including US-based and offshore engineers and Service Delivery Managers, to ensure successful delivery of services to clients

Perform manufacturer-recommended updates and maintenance of the systems supported

Perform remote or onsite installation, repair and changes of systems supported

Document each customer interaction using the ticket management system

Provide timely and effective resolution to support requests based on internal and external service level agreements; meeting SLA requirements based on measurable metrics

Provide ongoing, regular updates to customers to keep them apprised of progress toward Incident resolution

Partner with team to create and update technical documentation

Identify and propose methods to proactively handle service and support issues

Identify and propose new ISSQUARED Unified Communications service opportunities

Prepare metrics, activity and progress reports regarding projects, tasks, and operations

Provide on-call support as necessary, may require after hours or weekend work

Attend training and pursue product certifications as required

Complete other technical and system-related projects and duties as assigned

Displays a positive attitude

Sets high standards of performance for oneself

Team player with excellent collaborative skills listens to others and accepts input from team members

Demonstrate strong problem solving and decision-making skills

Excellent written and oral communication skills, clearly articulating ideas and thoughts

Uses good judgment in what and how to communicate with internal clients

Ability to multi-task

Demonstrates flexibility in day-to-day work

Values customers, establishing an effective working relationship and relaying information on time to ensure customer satisfaction

Adaptability - Manage competing demands; deal with frequent change, delays, or unexpected events

Attendance/Punctuality - Is consistently at work and on time; Ensure work responsibilities are covered when absent

Communication - Speak clearly and persuasively in positive or negative situations; Listen and get clarification; Respond well to questions; Participate in meetings; Write clearly and informatively; Edit work for spelling and grammar; Vary writing style to meet needs; Present data effectively; read and interpret written information. Keep calendar up to date with all appointments; time required for project pre work; training; meetings; and approved time off.

Dependability - Follow instructions, respond to management direction; Take responsibility for own actions; Keep commitments; Complete tasks on time or notify appropriate person with an alternate plan. Ability to follow procedures and ensure all documents look consistent and are accurate.

Professionalism - Approach others in a tactful manner; React well under pressure; Treat others with respect and consideration regardless of their status or position; Accept responsibility for own actions; Follow through on commitments. Do not work on products not qualified or trained on.

Quality - Demonstrate accuracy and thoroughness; Look for ways to improve and promote quality; Apply feedback to improve performance; Monitor own work and help monitor the work of team to ensure accuracy.

Quantity - Meet productivity standards; complete work in timely manner; Strive to increase productivity

Safety and Security - Observe safety and security procedures; Report potentially unsafe conditions; Use equipment and materials properly.

Sociability - demonstrated understanding, friendliness, adaptability, empathy, and politeness in group setting, with customers, manufacturers and internally. Keep socialization time to a minimum as it can be very disruptive to other team members. No gossiping, extreme complaining or overtly demeaning manufacturers, customer, team members or the company.

Team Member - ability to work with various personalities and skill levels. Act as a mentor to other team members. Lead by example, following company procedures and policies. Participate in companies meeting and assist in product evaluations and improvements on procedures.

Specific Skillsets Required

Knowledge of network routing at LAN/WAN level

Knowledge of Linux and Windows servers

Knowledge of DNS, DHCP and Active Directory

Knowledge of firewall traversal and policies

Industry Certifications (Recommended)

SIP certification

CompTIA Network +, CompTIA Security +

Vendor specific certifications (Mitel, Ribbon, Poly)

Working conditions: PST Working Hours