Job details
Job type full-time number of hires for this role 1
Full job description
Service desk technician iii (unified communication specialist) - cisco
Arraya solutions, a leading mid-atlantic technology consulting firm and managed services provider located just outside philadelphia, is looking for a service desk technician iii (unified communication specialist) to join our technology team! we are a culture that embraces change, values family and are actively involved with the communityOur team consists of people with positive attitudes who are interested in growing their knowledge around technology and leaders that are heavily involved in day-to-day activities.
As the service desk technician iii (unified communication specialist), you will provide technical support for customers with a primary focus on collaboration technologiesResponsible for the day-to-day operation of customer call centers and uc toolsYou will work directly with customers to review incidents requests and perform initial troubleshooting of unresolved issuesYou will process service requests related to call center environments as well as attend to other uc needs.
The ideal candidate will be passionate about collaborations services, network technologies, detail oriented, and have a strong technical background and desire to learnIt will also require the candidate to be on call to respond to customer emergencies and work as part of an incident response team.
This position reports to the service desk manager.
Responsibilities
Provide problem identification, diagnosis, and resolution of problems
Provide l3 support to resolve complex production issues
Manage the daily activities of configuration and operation of uc systems
Document configuration management processes and procedures
Ensure front-line customer satisfaction by dealing professionally and effectively with all internal and external customers/clients.
Demonstrate technical experience working with voip network using cisco voice solutions including cucm, unity connection voice mail, cucimoc, sccp, and sip
Perform administrative tasks supporting functional operation of deployed uc platforms
Support scheduled maintenance activities in coordination with team members.
Update ticket, task, and service request details to support triage, escalation, and resolution.
Capture, document, and transfer knowledge of customer environments to junior personnel.
Train and certify on supported technologies.
Requirements
Minimum 2+ years’ experience with unified communications (uc) systems.
Hands-on experience with cisco products including, but not limited to: install, program, test and troubleshoot uc systems.
Understanding of network topologies, protocols, and troubleshooting methods.
Must have experience working on video conferencing tools: ms exchange/ ms teams/ cisco agent desktop/ cisco webex/ cisco contact center (uccx)
Demonstrated ability to support users and troubleshoot problems remotely.
Demonstrated ability to communicate and collaborate with other team members.
Demonstrated ability to manage workload and make productive use of time.
Experience managing incidents and problems in one or more enterprise class itsm platforms (servicenow, bmc remedy, solarwinds, manageengine, kaseya).
Excellent communication, documentation, and customer-facing skills.
Strong analytical and creative problem-solving skills.
A desire to continue learning about emerging technologies.
Network + is a plus
Cisco certified technician (cct) is a plus
Job type & expectations
This is a full-time position, (40) hours/week.
This position is remote work from home
Hours: monday through friday from 7:30/9:00am est- 4:00/5:40pm est.
Work is performed in a 24×7 operations environment with on-call participation.
About arraya:
Arraya solutions provides technology strategies and solutions to propel businesses forwardThrough an extensive offering of it solutions, advisory, consulting, staffing, and managed services, we empower our customers to achieve impactful outcomesArraya delivers the tools, talent, and technological expertise companies need to rise to the top of their field.
Our areas of expertise include managed services, staffing, data center optimization, cyber security, network, cloud, collaboration, applications, and workspace solutionsFor more information, visit https://www.arrayasolutions.com.
Job type: full-time
Benefits:
401(k)
401(k) matching
Dental insurance
Flexible schedule
Health insurance
Paid time off
Vision insurance
Schedule:
Monday to friday
Experience:
Cisco unified communications: 1 year (required)
Level 2 support: 1 year (required)
Work location:
Fully remote
Work location: remote
