Application Tech Support Practitioner

Job Description: -

Support typically takes the form of investigating and resolving problems, incident handling. Availability and performance monitoring, routine start-up and close-down and maintenance of operating plans and schedules.

This individual will have experience in administering and support of Cisco Webex calling as well as Webex. Flexible work schedule is a requirement, must be able to work nights and weekends when necessary.

Knowledge/ Experience: -

• Cisco WebEx Calling services.
• Configuration and troubleshooting experience on Cisco WebEx Calling Services.
• Cisco switches and routers.
• RedSky E911 solutions.
• Cisco Webex end points management.
• Strong understanding of protocols SIP,MGCP, SCCP, QSIG & H.323

• Cisco WebEx Calling Service Experience.
• Cisco IP Telephony administration experience on Cisco Unified Communication Manager.
• Knowledge and understanding of Cisco Voice network infrastructure.
• Cisco Webex, Voice Gateways, IP Phones, SIP & H323 Trunks.
• Cisco Unified Communications/Cisco Webex.
• Carrier Management.
• Protocols: TCP/IP, IP subnetting, VLAN’s, Ethernet, DHCP, DNS, QoS.
• 4+ years Voice/Data Network specific experience
• Work closely with business partners on telephony related issues to assess impact and manage client

• Cisco Unified Call Manager and Cisco Unified Compute System certification on VoIP systems
• CCNA – Voice (CCNA) (Preferred)
• CCNP – Voice (CCVP) (Preferred)
• Working knowledge of LAN/WAN and data networks.

• Overseeing the support and business as usual tasks of the Cisco WebEx Calling Services for voice routing and voice services.
• Handle incident and service requests and resolve within the agreed Service Level Agreement.
• Diagnosing faults and providing complete resolution to customer satisfaction.
• To produce knowledge articles and information to be distributed amongst the team.
• All client documentation and run book information is kept up to date.
• Act as a point of contact for all customer escalations.
• Client satisfaction and user communications.
• Quality updates into the ticketing system
• Perform administration, configuration of Cisco systems
• Coordinate, test, and implement applications and technology through projects and initiatives.
• Identify applications and systems that require updates and coordinate the implementation with the business owner.
• Analyze issues and performance problems that impact the ability to conduct business Break/Fix Support.
• Proactively manage open incidents, provide regular updates on status.
• Prepare and produce root cause analysis reports.
• Identify/recommend infrastructure upgrades and improvements based upon industry best practices and the Cisco Lifecycle Services Approach.
• Performs routine system administration and maintenance on local or remote locations with no impact to the business.
• Participate in 24/7 support and on-call rotation, including incident management duties.