L2 Voice Engineer

hace 1 semana

Heredia, Costa Rica Manpowergroup CCA A tiempo completo

Job Summary
This position is responsible for advanced troubleshooting of the client voice network. Some of the unique challenges this position will face include identifying and resolving network/telephony hardware and software for voice and data issues, oversight of activities and vendors, and facilitating and consulting on complex enterprise issues.

Essential Responsability
Administration, support, and maintenance of the core Cisco Contact Centre platform mainly in UCCE.
Experience working with Unity and CER
Troubleshooting infrastructure and services including CUCM, CUC, IMP, Jabber, video Infrastructure.
Develop configuration management capabilities and documentation practices.
Monitor the Voice/UCC ticketing queue and provide updates on escalated tickets.
Perform OS upgrades on network devices, patch updates etc.
Investigating technical incidents and providing remedies where necessary, taking proactive ownership alerts/ events and Root Cause Analysis.
Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others and managers; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback. Meets timelines to drive the delivery of appropriate, sustainable, and prompt solutions. Daily device health check monitoring and performing/validating device backups at regular intervals. Escalates unresolved or critical issues, risks or problems to L3 team, Raising a TAC case with vendor and working along with TAC engineer and L3 team. Vendor Coordination (Hardware replacements, ISP Circuit issues, Cabling & Touch services support teams). Plans the implementation of hardware and software changes into environments and one or more additional IT production environments by performing impact analyses of system changes. Supports communications with product users and suppliers to share information, identify opportunities, resolve problems, prioritize customer requirements, and maintain continuous improvement through customer feedback. Creates documentation of new and existing system configurations and procedural information, and ensures system configuration documentation is complete and accurate.

**Requisitos**:
Basic Qualifications
Minimum three (3-7) years experience in network administration/engineering.
Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum six (6) years working in IT or operations. Additional equivalent work experience may be substituted for the degree requirement.
CCNA, with CCNP with preferably

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