Ucce Engineer

Job Description

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