ERSC Senior Systems Support Manager - Cisco Support Engineer

RESPONSIBILITIES

- Receives, owns, and resolves ticket trouble issues related to ERSC Supported Client platforms in the tiers III and IV engineering queues.
- May also complete and track move and change orders while completing associated Change documentation and notifications.
- Receives and works tickets according to specified time frames.
- Act as the Client Technical Lead, and as such is responsible for managing issues to resolution, working with vendors, and vendors tiered support as needed.
- May lead design and deployment projects from pre-sales through handoff to support teams.
- Provides CISCO technical support and enterprise routing experience
- Receives, owns, and resolves fault/outage events related to Cisco-based Contact Center platforms that are supported by the Engineer Service Assurance division
- Performs installation, operation, configuration, customization and usage of assigned products
- Responsible for receiving and working trouble and change tickets according to specified time frames
- Applies diagnostic techniques to identify problems
- Investigates causes and recommends solutions to correct common failures

SKILLS

Successful candidates must demonstrate strong verbal and written communication skills. Bachelor's degree in Engineering preferred - CS/EE or equivalent experience. Must have 5-8 years experience in CISCO technical support and 2-3 years of experience in CISCO ICM, Cisco CVP, Cisco IOS Voice Gateway, Cisco Unified Call Manager, Cisco TAC procedure. Experience in Cisco IPIVR/QM, Cisco UCCE Enterprise and Express, Cisco WIM/EIM, VXML and Studio, ACEM Session Border Controller is desired Linux/Windows OS, MS Office suite, MS Visio are all required.
The successful candidate will also have some or all of the following skills/certifications: Cisco: The following certifications are desired along with one year or more of practical experience with UCCE, UCCX, CCNA (ICND1/ICND2), CCVP, CCIE, CUCM, CVP, CUPS CUSP, ACE Unity. Cisco: IOS Voice Gateways and Gatekeepers. Cisco: Cisco Data Center Unified Computing System, UCS VMware: vSphere Install, Configure, Manage VMware ESXi/ESX 4.x and VMware vCenter Server. Microsoft: MCSE, MCP, MCP+I, SQL, Office, Project, Visio Operating Systems: Windows Server and desktop various versions, Linux various versions Hardware HP Proliant Servers (various), Dell Servers, Cisco IOS Voice Gateway Routers, Cisco IOS VXMLVoice Gateway Routers, VXML Server/Nuance, Gatekeepers, and Catalyst/Nexus Switches, Verint WFM, and call recording administration and troubleshooting.

Synectics is an Equal Opportunity Employer.