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

·        5 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

Two years working experience in the managed services industry