Job Title : IT Analyst / Network Engineer
Location : San Jose, CA
Duration : Long Term
Purpose of Job :
This IT Analyst resource will serve primarily as a Tier 2 ACE Analyst on the Advanced Cisco Experience "ACE" Program. The candidate should have at least 1-2 year's experience with providing end user support in an enterprise environment.
Duties and Responsibilities :
· Provide support for Unified Communication products (IP Phones, Cisco Cius, CUPC, Cisco Jabber, etc.,), WebEx products, Personal TelePresence (formerly Tandberg), and Virtual Experience Infrastructure (VXI) products
· Provide resolution of procedural, process, information and technical problems for requests from internal client base submitted by automated means
· Responsible for continuous high levels of customer service and professional assistance front end user environment
· Responsible for completing all projects assigned
· Assist in other areas of ACE as needed
KNOWLEDGE :
ESSENTIAL :
Candidate should have a working knowledge of Windows based systems and Microsoft applications such as Office and Internet Explorer. The candidate should have experience with Cisco Unified Communications Manager, Unity Connection, and WebEx applications and conferencing.
DESIRABLE :
· Experience with smartphone devices such as iPhone (and other Apple iOS devices), Android, Blackberry, Windows, and Nokia. Working knowledge of MAC based systems.
· Experience with Video Conferencing and Video technology such as Tandberg Management Suite or Tandberg VCS Control is a plus.
· Candidate should also have knowledge of Remedy incident reporting system for processing client requests.
WORK SKILLS :
ESSENTIAL :
· Desktop support experience
· Demonstrate the ability to analyze, troubleshoot, and resolve issues of varying complexity with minimal supervision
· Apply established solutions to solve known issues and assist in the development of solutions for ACE issues
· Manage multiple, simultaneous projects and cases while maintaining predefined service levels and high customer satisfaction
GENERAL SKILLS / ATTRIBUTES :
ESSENTIAL :
· Communication and writing skills (ACE analysts will be communicating with clients regarding their support case via email, IM, or phone)
· Ability to multitask casework and projects
· Be a team player (Able to reach out to other members of the team when needed)
· Proactive, not reactive
· Desktop experience
EXPERIENCE :
Essential :
· 1-2 years experience in providing end user support
· 1-2 years of Voice experience related to Unified Communications
· 1-2 years of basic Network experience
DESIRED :
· 1-2 years of WebEx experience
· 1-2 years of Personal Telepresence experience
· 1-2 years of Virtual Experience Infrastructure (VXI/VDI)
QUALIFICATIONS :
ESSENTIAL :
The specific skills/experience that we are looking for in the candidates are:
· CUCM (Required. Candidate needs to have some experience, knowledge of how it works.)
· Desktop (Windows required, MAC desired/optional)
· End user/customer support experience (desire someone who has experience with providing remote support to a large base of users)
· Remedy (desired but not required)
· WebEx (desired but not required)
· Tandberg (desired but not required)
Please send the matching resumes to b.innominds@gmail.com
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