To provide advanced troubleshooting in specialist Unified Communication product sets to restore customer network services within the defined SLAMAIN DUTIES / KEY ACCOUNTABILITIES * Provide telephone and remote technical support on products to meet our customers' expectations for quality technical support. * Troubleshoot incidents in order to restore service for a customer within defined SLAs. * Troubleshoot logged faults in order to accurately isolate to component level and reduce unnecessary costs associated with providing parts/engineer to site * Participate in the delivery of other managed services, this may involve tasks such as change implementation, change validation, problem or release management. * Manage communication and call logging with vendors or 3rd parties where necessary in order to resolve issues. * Monitor progress against customer SLAs using GSOA systems to ensure customer service levels are achieved. * Build solid working relationships with key customers and act as a designated engineer with the GSC for those customers. * Ensuring accuracy and detail in SR Work History for handover and post incident escalations / reviews. * Highlight errors/discrepancies in the customer data (CRM + Documentation). * Maintain and develop skills/certifications as required to support Clients. * Work according to the prescribed processes and procedures. Any deviation from the agreed service levels must be agreed with the customer and documented in the appropriate SR. * Document and share appropriate knowledge within the GSC to reduce duplication and increase productivityREQUIREMENTS: EDUCATION, TRAINING & EXPERIENCE * Comprehensive experience working in a managed service or support environment supporting a range of Unified Communication products * Minimum of CCVP or equivalent (or demonstrable progress towards this level of accreditation) * Experience in configuration and troubleshooting within: IP Convergence. Cisco Call Manager, Cisco Unity, Cisco Voice Gateways, Cisco CME & CUE, UCCX, Meeting Place, Gatekeepers * Voice over IP related protocol knowledge, including H.323, SCCP, MGCP, SIP, quality of service techniques * Other protocol knowledge, including STP, IP, OSPF, Wireless LAN, IP Multicast Desirable* Microsoft or Linux Operating system familiarity * Understanding of other Cisco UC related products such as ARC Solutions, Berbee, Tiger Billing, CUAE, CUPS, CUCIMOC / MOC,CUOM, CUPM. * Solid working knowledge of the Internet and IP. * An understanding of SMTP, DNS , SNMP, DHCP and routing technologies. * Certification or appropriate experience in Cisco routers and switches advantageous (CCNA / CCNP) * Strong understanding of general IP telephony concepts PERSONAL ATTRIBUTES & SKILLS REQUIRED * Excellent customer service skills * Good problem solving skills * Strong technical skills across a variety of products * Ability to prioritize & multitask * Excellent interpersonal skills * Competent written and verbal capability in German & English * Additional language capabilities will be of benefit with any specific language requirements indicated during the recruitment stage * Flexible and adaptable to meet the teams needs * Sense of ownerships * Ability to work under pressure * Diligent, reliable individual with an eye to detail * Tenacity (Can do Attitude) * Excellent telephone manner
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