Job Title : L2 Cisco Voice Engineer - NOC
Location : Bangalore
Job Title : L2 Cisco Voice Engineer - NOC
Location : Bangalore
Overall Purpose of Role:
The objective is to have resources capable of handling faults and MAC for Nortel voice products. This is a 24X7 operation and hence candidate must be willing to work in shifts and week ends. The candidate will be based in Bangalore
Principle Job Responsibilities:
To provide Level 2 support for Nortel voice product at NOC
Good knowledge of CS1K & M1 family of products
Trouble shooting & Administration knowledge on CS1K,
Unified messaging, Contact Centre server and multimedia,
scripting, reports, and other Nortel applications
Basic MPS 500
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 Nortel CS1K, CC6, Call Pilot - E
Must have fluent English language skills written & Oral - E Certification on Nortel CS1K - D
Skills Requirement
Good troubleshooting knowledge on Nortel CS1K and Meridian family of systems.(E)
Good understanding of Nortel Contact Centre portfolio architecture (E)
Good trouble shooting knowledge on Contact centre & reporting (D)
Basic understanding of Nortel Unified messaging (D)
Debugging and Troubleshooting skills (E)
Team work and multi-tasking (E)
High level of Customer Service attitude (E)
Good Learning Abilities (E)