Tetra UC Tier 23 CVX Cisco Engineer jobs in Mumbai at Netrix

Position Title: Tetra UC Tier 2&3 CVX (Cisco) Engineer – Pune and Mumbai India

Job ID # 351

Number of Openings: 2

Position Summary:

Responsible for management and resolution of Tier 2 & 3 escalated issues for complex technical incidents, including analysis, root cause determination and on-going client follow-up
Perform moves, adds and changes and desktop support for Cisco Unified IP Phones.
Customer/internal reported support tickets and System monitoring alert ticketing
Responsible for communicating with end-users regarding incident updates, phone calls and/or email notification
Sets end-user expectation regarding the type and timeliness of service to be provided.
Properly document and log all tickets within Service Now
Escalate tickets in a timely fashion if unable to resolve
Exhibit leadership through personal responsibility, accountability and teamwork
Assisting internal infrastructure team when adding new servers /updating infrastructure / troubleshooting system wide issues
Assists and/or consults with tiered support escalation members to achieve company defined Service Level Agreements
Responsible for meeting individual and departmental metric goals with regards to incidents and phone support requests
Must be able to work flexible hours (TBD) and Must be able to work on-call rotation with other team members.(TBD)
Assist new clients with onboarding to their new services
Provide training to CMC(Help Desk) Analysts/Agent support and act as a mentor
Create Knowledge articles within ServiceNow for common or basic support tasks to help improve 1st call resolution within the CMC(Help Desk)
Work on implementation projects for Cisco voice applications
Attend status calls on projects to provide updates to the state of the project
Build out new customer adjacencies in hosted Cisco SBC environment for porting’s

Technical Skill requirements : (Must have)

Cisco Unified Communications products such as Call Manager, Unity Connection, IM and Presence, Expressway Edge and Core
Implementation and support for new projects and software upgrades on existing Cisco voice deployments
Understanding of SIP protocol, implementation and troubleshooting
Cisco CUBE experience
Understanding of H323 implementation and troubleshooting
Familiar with LAN/WAN networking equipment and protocols

Since 1989, Netrix has helped clients operate their businesses more efficiently and effectively, improving business performance and profitability. We do this by designing, implementing, and supporting superior information technology solutions that help them run their organization better.