Remote-VOIP Engineer (Cisco)

Daily Operations

• Monitor/delegate/resolve incident tickets via ServiceNow
• Provides efficient and courteous customer service through calls to the Service Desk through telephone, email or online.
• Log all incidents into an Incident Management System with clear, concise language.
• Work in an efficient/fast-paced environment to meet or exceed team and individual service targets.
• Achieve an on target or above rating on quality, service, and productivity metrics.
• Follow proper escalation path and assist less experienced analysts when necessary to resolve issues.
• Collaborate with other Service Desk and 2nd level analysts to troubleshoot and resolve complex issues.
• Participate in all individual and group training initiatives.
• Researches customer requests, analyzes customer needs and communicates professionally both orally and in written format.
• Interfaces with customers and internal departments and helps to resolve basic to moderately complex inquiries.
• Answers questions following prescribed procedures but may need to respond to situations independent of established guidelines.
• Work a flexible schedule that may include days, night, weekends, and holidays to meet support and staffing needs.
• Demonstrate the capabilities to live the culture.

EDUCATION:

• Some college preferred or equivalent work experience

EXPERIENCE (and other qualifications):

• 1-3 years of experience providing Technical Desktop, Service Desk and/or Support Services
• Intermediate understanding of ITIL industry standards, best practices and audit requirements
• Preferred experience with Cisco Voice (CUBE, SME, UCM,Finesse,Scripting)
• Experience working in Powershell
• Demonstrated proficiency in using the Microsoft Office suite of applications including Microsoft Project, Visio, PowerPoint, Word, and Excel

Other Skills/Characteristics:

• Can work independently as a remote extension of a larger team.
• Excellent communication skills
• Ability to work independently as well as in a team environment
• Able to work in a fast-paced environment
• Positive, flexible, and self-motivated attitude
• Detail oriented with excellent follow-up skills
• Excellent organizational skills with the ability to manage time and multiple priorities
• Strong analytical skills and problem solving skills, ability to take a problem and solve it in a quick and efficient manner
• Ability to handle highly confidential information/materials
• Exceptional customer service skills and negotiation/influence skills in an executive-level environment
• Ability to grasps new materials quickly and apply new information, concepts and procedures in a constructive manner
• Ability to manage high stress, demanding situations

#DICE