Detailed Description
DESCRIPTION: The Network Operations Center (NOC) Analyst 2 – Collaboration will provide incident escalation support for NOC Collaboration incidents. The scope of required support, includes, but not limited to: Cisco Unified Communications, Cisco Spark, Cisco WebEx, Cisco IM & Presence, and Cisco Telepresence.
RESPONSIBILITIES
- Support, Remediation and Configuration of complex issues with Cisco Unified Communication platforms (Call Manager, Unity, IM & Presence, Contact Center, Telepresence, and Call Recording)
- Must be detail-oriented, organized, and conscientious.
- Understand NOC/Managed Service SLA's and be able to present performance metrics
- Must possess excellent written and verbal communication skills.
- Requires an ability to identify and implement process improvements.
- Continually learn the newest technologies in order to maintain subject matter expert status
- Provide timely response to all Collaboration escalations
- Ensure appropriate key performance indicators and metrics are monitored on Client data center environment
- Coordinate with vendors for issue escalations or warranty support
- Ability to articulate complex troubleshooting steps and technical issues to business leaders
- Develop strong relationships with customers as a trusted technical advisor
- Develop rapport and strong positive relationships with various individuals within the customers, manufacturers, industry peers, and internal resources
- 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 knowledge base articles
- Assist Client Success Manager with quality support reporting
- Effectively deliver training/knowledge sharing/transfer with both technical and non-technical audiences comprised of internal or external staff
- Other duties as assigned
- Maintain a customer first mentality
- Hands on, technical expertise in required technology (Collaboration, Wireless, Enterprise Networking, Security, Data Center, etc.)
SKILLS AND EXPERIENCE
- • Technical experience in one or more of the focus areas is a plus: Call Manager, Unity, IM & Presence, Contact Center, Telepresence, and Call Recording.
- Meticulous attention to detail – desire to do things correctly the first time.
- Strong communication skills (written and spoken).
- Self-motivated but can work well independently and as part of a team.
- Project management experience is a plus.
- Experience identifying business challenges and how to solve those challenges with technology solutions.
- Strong understanding of business drivers is a plus.
- Experience with training end users is a plus.
- Experience working in a VAR or consulting environment is a plus.
- Experience to meet the role responsibilities (usually 5-plus years of experience)
- Hands on, technical expertise in required technology (Collaboration, Wireless, Enterprise Networking, Security, Data Center, etc.)
MINIMUM QUALIFICATIONS
- • A bachelor's degree or equivalent work experience.
- • Certifications in solutions Netsync provides is a plus from manufacturers or industry leaders with ITIL framework
- • A bachelor's degree or equivalent work experience.
- • Certifications in solutions Netsync provides is a plus from manufacturers or industry leaders.
- • Skills and Experience:
- • Excellent client management/resolution and problem solving skills
- • Strong communication skills
- • Self-motivated but can work well independently and as part of a team
- • Experience translating business requirements to technical requirements
- Experience with design/network architecture