Hi,
Please find the requirement below and let me know your consultant details ASAP.
Requirement :
Job Title : Support Analyst - Cisco Exp
Job Location : San Jose,CA
Duration : 6 Months +
Tier II ACE Support Analyst- This IT Analyst resource will serve as a Tier II Support Analyst on the Advanced Cisco Experience (ACE) program. The candidate should have at least 1-2 years experience with providing end user support in an enterprise environment.
DUTIES & RESPONSIBILITIES:
• Provide support for Unified Communication products (IP Phones, Cisco Jabber (Win, Mac, iOS, Android, etc.,), Unity Connection, WebEx products, and Cisco TelePresence products
• Provide resolution of procedural, process, information and technical problems for requests from internal client base submitted by automated means
• Responsible for continuous high levels of customer service and professional assistance front end user environment
• Remedy Case Handling
o Minimum 40 cases resolved a week
o Analysts are expected to open cases for any and all work done for ACE users in order to track productivity
o SLA standard: assigned-respond 24-36 hours, average resolved 2 business days
o Extensive troubleshooting cases resolved within 4-5 business days
o Tier 1 type cases (i.e., password, account requests, setup) resolved within 48 hours
o Pending cases-updated/followed up minimum every 48 hours
• Responsible for completing all projects assigned (Average 2-3 per month)
o Projects are to be completed as outline in the original email
o All project work should be completed by the due date provided
o Analyst should notify lead via email once their portion has been completed
• Attend weekly Tier II meetings
• Assist in other areas of ACE as needed
REQUIREMENTS
Essential:
The candidate should have some experience with Cisco Unified Communications Manager, Unity Connection, and WebEx applications and conferencing. Candidate should have a working knowledge of Windows based systems and Microsoft applications such as Office and Internet Explorer.
• 1-2 years experience in providing end user support
• 1-2 years of basic Network experience
• Desktop support experience
• Demonstrate the ability to analyze, troubleshoot, and resolve issues of varying complexity with minimal supervision
• Apply established solutions to solve known issues and assist in the development of solutions for new issues
• Manage multiple, simultaneous projects and cases while maintaining predefined service levels and high customer satisfaction
• Communication and writing skills (ACE analysts will be communicating with clients regarding their support case via email, IM, or phone)
• Ability to multitask casework and projects
• Be a team player (able to reach out to other members of the team when needed)
• Proactive, not reactive
• Desktop experience
Desirable:
Experience with smartphone devices such as Blackberry, iPhone, Nokia, and Androids. Working knowledge of MAC based systems. Experience with Video Conferencing and Video technology such as TelePresence Management Suite or TelePresence VCS Control is a plus. Candidate should also have knowledge of Remedy incident reporting system for processing client requests.
• 1-2 years of Voice experience related to Unified Communications
Sunitha
SRS Consulting Inc.
Phone No: 510-256-0377 Ext : 106
Fax: 510-252-0626
Email: sunithas@srsconsultinginc.com
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