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Managed Services Engineer

Essential Functions Collaborates and consults with customers, vendors and contractors to provide expert technical solutions in support of Maintenance and Managed Services contracts in a fast paced and demanding environment Follows up with customer contacts to ensure satisfactory resolution Reports findings, track progress and document customer communication within incident management system Manages workload in a manner that meets defined Service Level Objectives Demonstrates high standards of conduct and ethics as well as appropriate judgment, independence, and discretion Develops positive working relationships with internal and external customers Additional Specific Duties and Responsibilities Required Qualifications 5 years' experience performing break/fix, moves, adds and changes for telephony equipment and adjuncts 5 years' experience supporting Avaya or Cisco solutions, depending on team placement Cisco examples: Cisco Call Manager, UCCE/UCCX, Cisco Voice Portal, Unified Messaging, Voice Gateways, CUBE, Routers ,Switches, UCS 2 years' experience using an automated ticketing system 5 years' experience supporting Avaya or Cisco hardware and software, depending on team placement Must possess strong computer skills and excellent working knowledge of general business applications Including MS Word and Excel Must possess excellent oral and written communication skills in English Highly skilled in writing with details, accuracy and consistency Strong analytical , interpersonal, and relationship building skills Must be familiar with both voice and data equipment and technologies Superior skill in the use of the Internet, e-mail applications, procurement/inventory systems, maintenance management systems and payroll / timekeeping applications Strong work ethic and personal drive to excel Strong sense of urgency and commitment to get the job done Superior negotiation, coordination, and conflict resolution skills Ability to use (and learn new) complex systems, technologies, and applications Ability to adapt to change quickly and multi-task Desired/Preferred Qualifications Industry certifications on telephony and associated technology solutions, depending on team placement Avaya ACSS or ASPS Cisco Certifications Two years working experience in the managed services industry Familiar with both voice and data equipment and technologies Bachelor's degree in telecommunications Understanding of quality processes including ITIL #18-0256
Salary Range: NA
Minimum Qualification
5 - 7 years

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