Responsibilities: Understand & familiarize with the process, practices and ITSM platform related to Support Operations
Man Ticketing Platform and Support Email during office hours, gather relevant information from customer during initial call.
Ensure that all correspondence with customers is performed in a prompt and courteous manner.
Work with vendors, clients, carriers and technical staff on maintenance, optimization, and security of Cisco Unified Communications (UC) system. This includes but is not limited to troubleshooting infrastructure and services including CUCM, Unity, IMP, Jabber, Voice gateways, UCCX, PCCE, Webex CC,Webex Calling, Telepresence, Expressway, CMS and all other UC application.
Take ownership/leadership during remediation and troubleshooting sessions. Provide remediation direction, insight and/or recommendations to drive resolution.
Identify opportunities for expanding the use case, features, and functionalities of the existing system
Stay updat...