| Job Title |
: |
L2 Cisco Voice Engineer - NOC |
|
| Location |
: |
Bangalore |
|
| Reports to |
: |
Sr Manager -NOC |
|
| Direct Reports |
: |
None |
|
| Key Dependencies and Relationships |
: |
Customers, Team Leads, Internal Staff |
|
| Job Holder |
: |
|
Overall Purpose of Role:
The objective is to have resources capable of handling faults and MAC for Cisco Voice products at NOC. This is a 24X7 operation and hence candidate must be willing to work in shifts and weekends. The candidate will be based in Bangalore
Principle Job Responsibilities:
To provide Level 2 support for Cisco Voice product at NOC
Good knowledge of Cisco Call Manager and Call Manager Express
Administration & trouble shooting knowledge on CCM, IPCC, Unity
Complete MAC request as per customer request
Ensure that faults are responded to in time.
The response and resolution SLA’s as per customer are adhered to Maintain, update, and input site & process related documentation into IMaRC database
Coordinate with principals for cases escalated
Handle Nortel escalations and resolutions
Manage internal escalations
Coordinate with SDM at customer site
Secondary Job Responsibilities:
Carry out Shift lead responsibilities if required
Qualifications, Certificates, Experiences : (E = Essential ; D = Desirable)
Bachelor of engineering or Diploma in Electronics & Communication or IT - E
Minimum of 3 years experience in handling Cisco CCM - E
Must have fluent English language skills written & Oral - E
Certification on CCVP- E
Skills Requirement
Good troubleshooting knowledge on Cisco CCM (E)
Good understanding of Cisco IPCC portfolio architecture (E)
Basic trouble shooting knowledge on reporting (D)
Good understanding of Cisco unity (D)
Debugging and Troubleshooting skills (E)
Team work and multi-tasking (E)
High level of Customer Service attitude (E)
Good Learning Abilities (E)