Careers

NOC Senior Engineer (Unified Communications )

Location:  Eatontown, NJ

POSITION SUMMARY: 

 The NOC Senior Engineer (UC) contributes to a 24/7 Network and Security Operations Center (NSOC) within the Managed Services group with a focus on Cisco Unified Communications (UC). This role requires that the engineer serve as the primary resource for escalation requests from within the UC team; Specifically for matters such as problem management, high priority ticket resolution, and general UC queries.

The NOC Senior Engineer (UC) reports directly to the Director of Managed Services.

ESSENTIAL DUTIES AND RESPONSIBILITIES MAY INCLUDE THE FOLLOWING:  OTHER DUTIES MAY BE ASSIGNED.  

Technical Skills

  • Ability to troubleshoot/diagnose issues with Cisco Unified Communications Software such as Unified Communications Manager, Unity Connection, IM and Presence, UCCX, CUBE/Voice Gateways and other products that are part of client agreements
  • Provide proactive and reactive hands-on escalation support of complex systems focused on Managed UC clients
  • Provide senior-level support during critical business-impacting issues as well as managing a caseload of lower critical issues
  • Recommend and deploy new Unified Communications technologies
  • Respond to high priority outages and break/fix ticket requests as defined by SLA
  • Monitor, review, recommend, test, and implement new minor and major versions of UC software to comply with customer agreements
  • Familiarity with monitoring UC systems and CDR Reporting

Customer & Service Delivery Management

  • Ensure Service Level Agreement (SLA) achievement for all Managed Services customers
  • Create, update, and enhance written processes, procedures, and documentation using guidelines focused on ease of understanding and attention to detail.
  • Work with the Customer Success Manager Team in developing and providing Incident reports for any major customer incidents, handling escalations, preparing, and participating in quarterly business reviews and proposal creation when required
  • Manage or set proper expectations while keeping the customer experience as top priority
  • Participate in developing long-term strategic client onboarding processes and procedures
  • Work with engineers across multiple disciplines to contribute to customer success
  • Assist with onboarding of new UC customers on to Aspire’s monitoring and reporting systems
  • Identify and rectify gaps in monitoring when possible

Minimum Education and Experience:

  • High School Diploma or equivalent
  • 3+ years of experience with event/alert management, incident, and change management processes.
  • 3+ years of experience in NOC environment.
  • 3+ years of Cisco Unified Communications experience

Preferred Education and Experience:

  • Bachelor’s Degree
  • 5+ years of Cisco Unified Communications experience
  • 2+ years of experience in a management role leading a technical team
  • 2+years of experience in Network Management Tools
  • 2+years of experience with Ticket Management Systems
  • Possession of Industry Certifications (ITIL, CCNA, CCNP, CCIE)

OTHER SKILLS and ABILITIES:

  • Excellent Interpersonal Skills (develop and maintain strong working relationships)
  • Strong work ethic
  • Proficiency in Microsoft Office programs and ability to learn specialized system tools
  • Excellent written and verbal communication skills with focus on customer satisfaction
  • Strong problem-solving skills with an emphasis on quick problem resolution
  • Maximizing process efficiency through effective team leadership and collaboration
  • Highly organized and able to keep track of personal, and team assigned tasks
  • A sound understanding of the technologies supporting the Aspire practice areas.

TRAVEL:

Less than 25%

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to stand; walk; and use hands to finger, handle, or feel objects, tools, or controls.  The employee is occasionally required to reach with hands and arms.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job involve normal vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet to moderate.

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