Ucce Engineer

Shift: 6pm to 3am

Summary

The Diagnostic Engineer III is responsible for identifying and resolving complex telephony and other associated technology issues.

Essential Functions

• Collaborates and consults with customers, vendors, and contractors to provide expert technical solutions in support of contracts in a fast paced and demanding environment.
• Follows up with customer contacts to ensure satisfactory resolution
• Reports findings, tracks progress, and documents customer communication within incident management system
• Manages workload in a manner that meets defined Service Level Objectives
• Demonstrates high standards of conduct and ethics as well as appropriate judgment, independence, and discretion
• Develops positive working relationships with internal and external customers

Required Qualifications

• 8 years experience performing break/fix, moves, adds, and changes for telephony equipment and adjuncts
• 5 years’ experience supporting Cisco solutions
• Cisco examples: Cisco Call Manager, UCCE/UCCX, Cisco Voice Portal, Unified Messaging, Voice Gateways, CUBE, Webex Calling and Contact Center
• ICM and VXML Scripting
• 2 years’ experience using an automated ticketing system
• 5 years’ experience supporting Cisco hardware and software
• Must possess strong computer skills and excellent working knowledge of general business applications Including MS Word and Excel
• Must possess excellent oral and written communication skills in English
• Highly skilled in writing with details, accuracy, and consistency
• Strong analytical, interpersonal, and relationship building skills
• Must be familiar with both voice and data equipment and technologies
• Superior skill in the use of the Internet, e-mail applications, procurement/inventory systems, maintenance
• management systems and payroll / timekeeping applications
• Strong work ethic and personal drive to excel
• Strong sense of urgency and commitment to get the job done
• Superior negotiation, coordination, and conflict resolution skills
• Ability to use (and learn new) complex systems, technologies, and applications
• Ability to adapt to change quickly and multi-task

Desired/Preferred Qualifications

• Industry certifications on telephony and associated technology solutions, depending on team placement
• Cisco Certifications(preferred CCIE Collaboration or CCNP Collaboration)
• Working experience in the managed services industry
• Familiar with both voice and data equipment and technologies
• Bachelor’s degree in Computer Science
• Understanding of quality processes including ITIL