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Complete Description:
"Primary responsibility is Tier 2 Cisco Unifid Communication Support.
• Troubleshoot and resolve hardware and networking connectivity issues between Cisco Unified Communication Manager and endpoints.
• Troubleshoot and resolve voice mail issues between Cisco Unity Connection and endpoints.
• Troubleshoot connectivity, quality of service, break/fix, voice quality, and configuration (feature, services and network) issues within the Cisco Unified Communication Manager Environment.
• Assist customers with move, add, change requests
•Deploy line/device Class of Service using partitions and calling search spaces and translation patterns
• Work on Tier 2 and Tier 3 Tickets
• Provide timely response to all issues and provide status updates to customers
• Identify and escalate situations requiring urgent attention or tickets left unattended in queue unattended
Use the BAT tool to add phones and users and to change configurations
Add users, assign them capabilities, and associate them with phones
Configure phone features: shared lines, call park, DND, Music on Hold, and phone services
Behavior Characteristics:
Excellent interpersonal and customer service skills; strong communicator; manages multiple customer priorities at given time; prioritizes and works with designated groups as needed; works independently with limited supervision; is highly motivated.
Skills:
Skill | Required / Desired | Amount | of Experience | Expertise Rating |
Cisco Certified Network Associate (CCNA) CCNA Voice | Required |
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Cisco Certified Network Associate (CCNA) CCNA Wireless | Required |
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Cisco Certified Network Associate (CCNA) | Required |
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Experience Configuring and troubleshoot Cisco IP Communicator and Jabber | Required | 5 | Years | 3 - Expert |
Experienced in DNS Server, DHCP, domains and TCP/IP based apps | Required | 5 | Years | 2 - Proficient |
Experienced in LAN and WAN QOS design and configurations | Required | 5 | Years | 3 - Expert |
Experience supporting multi-vendor, multi-platform converged networks | Required | 5 | Years | 3 - Expert |
Experience with bulk upload tools such as (BAT) for large scale deployments | Required | 5 | Years | 3 - Expert |
Experience with configuration of route plans, route lists, device profiles, calling search spaces, and partitions in multisite environments. | Required | 5 | Years | 3 - Expert |
Experience with Configuring and troubleshoot Cisco Unity Connection features, subscribers, call handlers, call routing rules | Required | 5 | Years | 3 - Expert |
Experience with Signaling Protocol - MGCP,SIP,H.323,SCCP,Qsig | Required | 5 | Years | 3 - Expert |
Experience with Supporting and configuring Cisco TelePresence Video Communication Server | Required | 2 | Years | 3 - Expert |
Experience with Supporting and configuring Cisco Unified Communication Manager v7.x, v8.x ,9x (CUCM) | Required | 5 | Years | 3 - Expert |
Experience with Supporting and configuring Cisco Unified Presence v7.x v8.x | Required | 3 | Years | 3 - Expert |
Experience with supporting and configuring Unified Communication Manager Express and SRST | Required | 5 | Years | 3 - Expert |
Experience with Supporting and configuring Cisco VG224 | Required | 5 | Years | 2 - Proficient |
Experience with Supporting and configuring unity Connection 7x 8x,9x | Required | 5 | Years | 3 - Expert |
Experience with Supporting and configuring Cisco 7921-7925 Wireless Phone | Required | 5 | Years | 2 - Proficient |
Experience with Supporting and configuring Cisco 7900 and 8900 Series Phone | Required | 5 | Years | 2 - Proficient |
Experience on Working on Tier 2 and Tier 3 Tickets | Required | 5 | Years | 2 - Proficient |
Prior project management and customer facing experience | Required | 5 | Years | 3 - Expert |
BS/BA Engineering, computer engineering, Computer Science or relevant work experience | Required |
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Overall IT experience | Required | 10 | Years | 3 - Expert |
