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Technical Support Engineer

Job Description

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'>This Support Engineer position has the following responsibilities: 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Provide second/third level technical support on a worldwide basis via phone, email, web and remote access to customer sites where Cisco Unified Contact Center (UCC/IPCC) and other Cisco Call Center applications are deployed. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Determine methods and procedures for solving complex technical issues encompassing hardware, software and networking. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Function as technical lead for large customer accounts with multiple concurrent technical issues. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Formulate technical action plans for analyzing and resolving end-to-end solutions. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Generate clear and concise documentation in the form of case notes, technical tips and white papers. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Works on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting . 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Provide systems/product training. Provide guidance & leadership to less experienced engineers. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Acts as a focal point for large account Contact Center/UCC/IPCC problem resolution. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Provides support on a world-wide basis. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'>

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'>Required : 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •2 years Administrator level knowledge of either MS Windows or Unix 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •2 years working knowledge of Networking industry, products and protocols 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •2 years of IP Networking experience and troubleshooting 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •2 years MS SQL server 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •2 years MS Operating System troubleshooting 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •2 years MS Networking design and implementation 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •2 years MS Operating System security modeling/design, implementation and troubleshooting 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •2 years of Voice experience 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •2 years dealing with Voice Solutions 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'>

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'>More specific knowledge desired: 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •UCCE (ICM, PGs, AW-HDS, Finesse, CUIC, ICM Scripting) 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •CVP 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Comprehensive Call Flow 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Unified Communications (CUCM, UCXN, IM & Presence) 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •VXML Gateway/VVB 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Voice Gateway/CUBE 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •OVA/VM Deployment 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Third-party Integrations 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'>

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'>Desired : 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •General IP Contact Center ICM (Intelligent Contact Manager) 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Ability to communicate effectively both verbally and in writing Database experience (Oracle, SQL, Sybase) 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Working with cross-functional team 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Ability to determine problems and deliver known solutions 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Presentation 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Ability to work effectively with and provide guidance to other members of the work group CCNA or higher networking certification 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Previous Customer Support experience 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •CallManager, Unity, UCC/IPCC, Voice Gateways, etc. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •MS Active Directory, MS Exchange 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Typically requires BS or MS in a technical field (CS/EE preferred) or equivalent plus 2-5 years related experience. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •CCIE desired but not required.

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'>

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'>-nothing follows-


Active Directory,Compliance,Microsoft Access,Microsoft Exchange,Microsoft Windows,Networking,Oracle,Research,SQL,SQL Server,Sybase,Technical Support,Training,UNIX,Windows 2000,Windows 2003,Windows 98, PGs, AW-HDS, Finesse, CUIC,ICM ,Scriptng,PG,UCCE,CUBE,Voice Gateway,CUCM,IP Networking

Job Requirements

 

Job Snapshot

Location US-NC-Research Triangle Park
Employment Type Contractor
Pay Type Hour
Pay Rate $45.00 - $48.00 /Hour
Store Type Other
Apply

Company Overview

Collabera

At Collabera, you get a chance to do great work with some of the brightest people, without the frustration of being a nameless face in a sea of cubicles. We promote a culture of transparency and openness that embraces enthusiasm and passion. If you have what it takes, we want you to follow your passion. Whether that means working on cutting edge technology, understanding and overcoming business challenges, becoming a cross-discipline general practitioner or something else entirely. Learn More

Contact Information

US-NC-Research Triangle Park
Genesis De Leon
9738895200
Snapshot
Collabera
Company:
US-NC-Research Triangle Park
Location:
Contractor
Employment Type:
Hour
Pay Type:
$45.00 - $48.00 /Hour
Pay Rate:
Other
Store Type:

Job Description

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'>This Support Engineer position has the following responsibilities: 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Provide second/third level technical support on a worldwide basis via phone, email, web and remote access to customer sites where Cisco Unified Contact Center (UCC/IPCC) and other Cisco Call Center applications are deployed. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Determine methods and procedures for solving complex technical issues encompassing hardware, software and networking. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Function as technical lead for large customer accounts with multiple concurrent technical issues. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Formulate technical action plans for analyzing and resolving end-to-end solutions. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Generate clear and concise documentation in the form of case notes, technical tips and white papers. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Works on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting . 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Provide systems/product training. Provide guidance & leadership to less experienced engineers. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Acts as a focal point for large account Contact Center/UCC/IPCC problem resolution. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Provides support on a world-wide basis. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'>

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'>Required : 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •2 years Administrator level knowledge of either MS Windows or Unix 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •2 years working knowledge of Networking industry, products and protocols 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •2 years of IP Networking experience and troubleshooting 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •2 years MS SQL server 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •2 years MS Operating System troubleshooting 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •2 years MS Networking design and implementation 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •2 years MS Operating System security modeling/design, implementation and troubleshooting 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •2 years of Voice experience 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •2 years dealing with Voice Solutions 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'>

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'>More specific knowledge desired: 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •UCCE (ICM, PGs, AW-HDS, Finesse, CUIC, ICM Scripting) 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •CVP 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Comprehensive Call Flow 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Unified Communications (CUCM, UCXN, IM & Presence) 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •VXML Gateway/VVB 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Voice Gateway/CUBE 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •OVA/VM Deployment 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Third-party Integrations 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'>

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'>Desired : 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •General IP Contact Center ICM (Intelligent Contact Manager) 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Ability to communicate effectively both verbally and in writing Database experience (Oracle, SQL, Sybase) 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Working with cross-functional team 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Ability to determine problems and deliver known solutions 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Presentation 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Ability to work effectively with and provide guidance to other members of the work group CCNA or higher networking certification 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Previous Customer Support experience 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •CallManager, Unity, UCC/IPCC, Voice Gateways, etc. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •MS Active Directory, MS Exchange 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •Typically requires BS or MS in a technical field (CS/EE preferred) or equivalent plus 2-5 years related experience. 

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'> •CCIE desired but not required.

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'>

justify;line-height:normal;mso-layout-grid-align:none;text-autospace:none'>-nothing follows-


Active Directory,Compliance,Microsoft Access,Microsoft Exchange,Microsoft Windows,Networking,Oracle,Research,SQL,SQL Server,Sybase,Technical Support,Training,UNIX,Windows 2000,Windows 2003,Windows 98, PGs, AW-HDS, Finesse, CUIC,ICM ,Scriptng,PG,UCCE,CUBE,Voice Gateway,CUCM,IP Networking

Job Requirements

 
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Technical Support Engineer Apply now