Roles and responsibilities:
 Interface directly with external customer and provide exemplary service
 Research manufacture support sites keeping up with software and security updates and
patches
 Verify customer inventory on a monthly, quarterly, or semi-annual basis as directed by
contract to compare to database and recommend any firmware or software updates
 Perform configuration changes, health checks and troubleshooting related to upgrades
 Maintain customer account records database
 Consult with external and internal customers on recommendations for updates, change
control, and implementation schedule
 Schedule and implement updates; test and verify with customer for acceptance
 Interfaces with various vendors – Cisco, Microsoft, Avaya, and others
 Writes detailed requirements, system design, proposals and statements of work. Reviews
specifications with business user to ensure compliance with requirements
 Assists and trains other associates on installation of upgrades and patches, and recovery
from backups, if required, within areas of expertise
 Completes assigned tickets to resolution
 Provides positive customer satisfaction levels
 Research, read, and interpret manufacture supplied documentation such as Release Notes,
Upgrade Manuals, Administration Guides, etc
 Non-traditional working hours may be required
 Participation in on-call rotation
 May require some cross-functional team support
 May be required to participate in on-call rotation as determined by manager
 Maintain productivity level as required by department
 Requires long periods of sedentary tasks
 Facilitate and participate in knowledge transfers as required
 Participate and complete assigned training initiatives as determined by manager
 Participate in onboarding tasks as required
 Collaborate with other functions like Incident Management, Change Management and
Service transition teams to manage customer relationship
 Proactively manages release and environment issues to minimize impact on delivery and
project plans
 Coordinate hardware replacement and tech dispatches as required

Required Skills:

• Advanced in planning and performing installation of dot upgrades, service packs, patches,
  hotfixes, and firmware updates on the following products (but not limited to)
• Cisco Unified Communications Manager/Call Manager
• Cisco Unity/Unity Connection
• Cisco Unified Contact Center Enterprise and Express (UCCE and UCCX)
• Cisco Unified Customer Voice Portal
• Cisco Emergency Responder
• Cisco IM & Presence
• Cisco Session Management Edition
• Cisco Unified Voice Portal
• Cisco Finesse
• Cisco Unified Computing System (UCS)
• Cisco IP phone firmware
• Cisco Agent Desktop
• Cisco Unified Mobility
• Cisco Routers and Switches – Preferred, not required.
• Cisco TelePresence – Preferred
• Ability to provide level 3 support and troubleshooting to resolve issues
• Hands-on experience with VMware (ESXi and vSphere client/web)
• Experience with analyzing and applying Microsoft Security updates is a plus
• Must have the ability to read and interpret Cisco Compatibility Information, End-of-Life/Endof-Sale, Release Notes, Security Advisories, and Upgrade Guides
• Work within established configuration and change management policies to ensure
  awareness, approval, and success of changes made to client production infrastructure
• Thorough understanding of Cisco’s support site and Cisco TAC
• Experienced with using tools such as OnGuard, Putty, Remote Desktop Connection, WebEx,
  and WinSCP
• Understanding of networking fundamentals such as routing, switching, and firewalls.
• Certification Requirements.

Desired/Preferred Qualifications
 Prior experience working in a technical role within a managed services organization
 Some basic familiarity with ITIL and/or SOC 2 compliance
 General understanding of firewalls and network (LAN/WAN) technologies
 Security experience is a plus

Certification Requirements:

• CCNA or CCNA Voice (CCVP preferred)
• MCSA or MCSE – Preferred, not required
  

Soft Skills:
 Good communication skills
 Should be a Team Player
 Flexible to work in rotational shift