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Company: STS International Inc
Job Title: Tier II Voice Engineer  [Posted on: 07/07/2011]
Job Location: Bangalore

Primary Skill Set: AVVID Call Manager (and related CM functionality),Unity,Telco Circuit Management,In-Ceiling/Video Conferencing
Qualification: BS (or equivalent work experience),CCNA required
Experience: 2-5 years
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Our STS team is looking for voice engineers who will be responsible for resolving advanced AVVID issues within assigned regions. The primary function of an Engineer II is to facilitate escalations from internal STS personnel, external departments, and clients. The secondary function of the Engineer II role is to lead, manage, and execute projects in a timely manor.

Responsibilities

Overview
  • Responsible for continuous high levels of customer service and professional assistance front end client environment
  • Prioritize escalations appropriately, resolving business-critical issues first and managing the others in order of significance
  • Manage regional and site queues. Monitor VS queues daily for outstanding issues and re-dispatch any misdirected cases. Contact Technical/Operation Leads for any assistance if case count is over 10 in any given day
  • All projects assigned will be worked on a daily basis if applicable, driving towards completion in a timely manner. Communication with project lead, be it Cisco personnel or STS, must be maintained providing updates at intervals specified by project lead
  • Familiarization with all of Cisco’s environments, understanding which departments service which technologies and how to engage these various departments. (Meeting Place, CROS, Cisco Tier 3, INS, IT Alpha, EMAN, AFS)
  • Familiarization of Cisco tools including where to locate them, which applications they work with and how to use them (AM, TNM, UM, ADAM, Change Request tool, Circuit Management, CDR, Enterprise Monitor, Real time Monitor, Host Management, Host Finder)
  • Respond to all emails with in 4 hours of receipt
  • Engineer II employees will participate in the on-call duty pager rotation and will adhere to all on-call duty rules and processes
AVVID Call Manager (and related CM functionality)
  • Provide front end client support (first level interaction), including timely updates up to case resolution
  • Provide basic support for Call Manager MAC requests. This includes, but is not limited to; IP Phones (7960, 7970, 7985, IP Communicator, ATA devices, IPMA, VTA), analog devices (6624 FXS, VG248, POTS lines), Voicemail functionality (proper voicemail configuration on devices according to configuration standards)
  • \
  • Provide basic support for Call Manager repair cases. This includes, but is not limited to; IP Phones (7960, 7970, 7985, IP Communicator, ATA devices, IPMA, VTA), analog devices (6624 FXS, VG248, POTS lines), Voicemail functionality (VM profiles, MWI, using TNM)
  • Provide training to clients on all Call Manager devices. Provide clients with necessary documentation or directions to online FAQ’s and support instructions
  • If unable to resolve case, escalate and resolve with your designated escalation point or STS Engineer II while maintaining case responsibilities (i.e. client contact, case notes updates)
  • Perform basic Call Manager dial plan testing when required
Unity
  • Provide front end client support (first level interaction), including timely updates up to case resolution
  • Provide basic support for MAC cases requiring mailboxes to be built utilizing Cisco applications (TNM, UM, & ADAM)
  • Provide basic support for repair cases requiring mailboxes to be investigated utilizing Cisco applications (TNM, UM, & ADAM)
  • Provide Unity training to all clients who are in need of further information. This should include Unity “cheat sheets” available on the web, STS team documentation, directions to CCO located documentation.
  • Perform basic Unity testing when required (Post reboot tests)
  • If unable to resolve case, escalate and resolve with your designated escalation point or STS Engineer II while maintaining case responsibilities (i.e. client contact, case notes updates)
Telco Circuit Management
  • Provide front end client support (first level interaction), including timely updates up to case resolution
  • Provide clients with proper direction for the provisioning of new telco circuits and services (ENS-PROV-TELECOM)
  • Perform physical presence to troubleshoot circuits
  • Provide vendor management when required (ex. Open telco tickets, provide updates, coordinate personnel)
In-Ceiling/Video Conferencing
  • Provide front end client support (first level interaction), including timely updates up to case resolution
  • Perform training to clients when needed
  • Perform Eng I troubleshooting by identifying problems and request assistance when from escalation point or STS Eng II personnel.
  • Provide vendor management with vendor(s) for all necessary cases
Qualifications

The ideal candidate is a motivated team player with the ability to drive outcomes in a high production environment. A willingness to be mentored into a leadership role is desired as this position is a gateway into a supervisor role. Strong computer skills and an upbeat and winning attitude are a must. The ideal candidate possesses strong work ethics with an emphasis on quality. Recommended depth of experience includes:
  • BS (or equivalent work experience)
  • CCNA required
  • Working knowledge of Windows based operating systems
  • Experience working with a case/ticket management system such as Remedy
  • Ability to communicate clearly and effectively in English
  • Demonstrated ability to analyze, troubleshoot and resolve technical issues of varying complexity with minimal supervision
  • Ability to manage crises effectively
Job Type: Permanent
Location: Bangalore
Salary: [not mentioned]
Last Date to Apply: [not mentioned]
Company: STS International Inc
Company Description: STS was founded in 1992 to provide technology consulting, systems integration, and project implementation services. Since then, the STS team has created significant value for infrastructure development and technology initiatives at numerous global companies. STS also serves education and government clients, and is active across the United States, Europe, Asia-Pacific and South America. The mission of STS is to provide high quality, value-added technology services while maintaining close attention to the customer’s business needs. Today the STS team expertly provides the full life cycle of services for information technology projects. We specialize in: Understanding and matching the solution to the customer's business requirement and, Sharing the customer's execution risk - becoming a vested partner. We believe that the only sustainable way to produce earnings for our stakeholders is to produce value for our customers. STS International has accomplished an unbroken chain of year-to-year growth and successful project completion accentuated by a more than 90% customer return rate. To learn more about the prestigious companies that trust STS International for IT solutions, please visit our Success Stories pages.
Company Website: www.stsii.net

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