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Collaboration NOC Analyst

N

Netsync Network Solutions

Collaboration NOC Analyst

Houston, TX
Full Time
Paid
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  • Responsibilities

    Detailed Description

    DESCRIPTION: The Network Operations Center (NOC) Collaboration Analyst L1 will provide incident escalation support for NOC Collaboration incidents and be the Managed Services team and customer Subject Matter Expert.  The scope of required support, includes, but not limited to: Cisco Unified Communications, Cisco Spark, Cisco WebEx, Cisco IM & Presence, and Cisco Telepresence.

    RESPONSIBILITIES

    • Provide support and configuration of Cisco Unified Communication platform (including but not limited to Call Manager, Unity, IM & Presence, Contact Center, Telepresence, Call Recording, WebEx, and Jabber…)
    • Provide end-user MACd (move, add, change and delete) request for CUCM environment
    • Provide end-user configuration on Cisco Unified Contact Center Enterprise environment
    • Deliver support to contracted Managed Service SLA's and be able to present performance metrics
    • Troubleshoot issues with network carriers, call-recording systems, and user phones
    • Work with telcos to install and maintain phone lines in existing and new locations
    • Must possess excellent written and verbal communication skills.
    • Requires an ability to identify and implement process improvements.
    • Provide timely response to all Collaboration escalations
    • Ensure appropriate key performance indicators and metrics are monitored on client data center environment
    • Develop strong relationships with customers as a trusted technical advisor
    • Document all actions in accordance with standard company policies and procedures
    • Work with internal and external technical and service teams to create and/or update knowledgebase articles
    • Assist Client Success Manager with quality support reporting
    • Other duties as assigned

    SKILLS AND EXPERIENCE

    • • 1+ year's hands-on experience in Cisco Collaboration Applications, including, but not limited to Call Manager, Unity, IM & Presence, Contact Center, Telepresence, Call Recording, WebEx, and Jabber…
    • Strong communication skills (written and spoken).
    • Self-motivated but can work well independently and as part of a team.
    • Experience identifying business challenges and how to solve those challenges with technology solutions.
    • Experience with training end-users is a plus.
    • Experience working in a VAR or consulting environment is a plus.

    MINIMUM QUALIFICATIONS

    • CCNA with a Cisco Collaboration focus