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UC Fixed Mobile Convergence (FMC) Remote Technician
at MTS in Markham, Canada
Accountability/Position Summary
The Unified Communications (UC) Service Technician provides Level 2 technical support for UC and Wireless LAN network infrastructure and applications, including diagnosing, troubleshooting and revolving incidents identified by the customer and/or remote monitoring tools.
Key Responsibilities
• Provides Level 2 technical support to customer’s UC and Wireless LAN networks including incident management, configuration management, change management, problem management, and performance management
• Provides support to customers and/or other Technicians
• Reacts to system generated alerts
• Acts as an escalation point for operations support group on major failures and technical issues
• Alternates responsibility with other Technicians for Level 1 escalations on off-hours (includes carrying a pager and working evening shifts)
• Supports new customer installs and the on-boarding of such customers into the managed services practice
• Implements and maintains tools necessary to remotely monitor and manage customers’ UC and Wireless LAN infrastructure
• Proactively monitors customers’ UC and Wireless LAN infrastructure using remote monitoring tools
• Sets up reporting tools to facilitate metrics for application QoS performance reporting
• Reviews, refines and enhances tools and processes used to monitor and manage customers’ UC and Wireless LAN infrastructure, adhering to industry best practices
• Interfaces with other departments to ensure processes are being followed and/or reviewed
• Provides status updates on a timely basis, including root cause analysis and problem resolution procedures
• Inputs complete and accurate and updated information on customer files
Specific Functional/Technical Knowledge and Skills
• Demonstrated experience in configuring, implementing, operating, and troubleshooting Cisco UC infrastructure comprising devices (routers, switches, and voice gateways) and applications (Unified Communications Manager, Unified Mobility)
• Proven working knowledge configuring and using the following components of Cisco Unified Wireless Network is a strong asset: Wireless Control System (WCS), Wireless LAN Controllers (WLC), access points
• Knowledge of wireless protocols and technologies such as 802.11 VoWiFi and GSM/UMTS
• Demonstrated working knowledge in configuring and installing technologies such as switched Ethernet/Fast Ethernet/Gigabit Ethernet and routing (static, ripv1/v2, EIGRP, and BGP)
Other Skills/Competencies/Attributes
• Proven customer service and conflict management skills
• Strong analytical and problem solving skills
• Flexible – able to deal with major events, conflicting priorities, customer escalations
• Innovative and able to work in a fast paced environment with constantly changing conditions
• Strong time management skills, able to prioritize and meet deadlines as required.
• Excellent communication skills (oral and written)
• Outstanding documentation skills
• Strong trouble shooting skills
• Must be able to work in a team orientated and highly charged work environment
Education & Certification
• College degree or equivalent experience
• CCNP / CCVP minimum, CCNP Wireless preferred
Experience
• 1 - 2 years experience in supporting complex network/systems solutions to large companies (preferably both enterprise and service providers)
• Experience in operational/support environment, especially managed/outsourced services
Delphi Solutions Corp., an MTS Allstream Company, is one of the largest providers of IP and TDM Telephony solutions and services in North America. For over 26 years, the company has provided innovative solutions to more than 20,000 customers. The common goal for Delphi and MTS Allstream is to provide end-to-end solutions to businesses throughout North America. Now more than ever, with the joining of forces, we are able to capitalize on both companies’ focus and approach to serving customers, truly Making communications simple...again!
The Unified Communications (UC) Service Technician provides Level 2 technical support for UC and Wireless LAN network infrastructure and applications, including diagnosing, troubleshooting and revolving incidents identified by the customer and/or remote monitoring tools.
Key Responsibilities
• Provides Level 2 technical support to customer’s UC and Wireless LAN networks including incident management, configuration management, change management, problem management, and performance management
• Provides support to customers and/or other Technicians
• Reacts to system generated alerts
• Acts as an escalation point for operations support group on major failures and technical issues
• Alternates responsibility with other Technicians for Level 1 escalations on off-hours (includes carrying a pager and working evening shifts)
• Supports new customer installs and the on-boarding of such customers into the managed services practice
• Implements and maintains tools necessary to remotely monitor and manage customers’ UC and Wireless LAN infrastructure
• Proactively monitors customers’ UC and Wireless LAN infrastructure using remote monitoring tools
• Sets up reporting tools to facilitate metrics for application QoS performance reporting
• Reviews, refines and enhances tools and processes used to monitor and manage customers’ UC and Wireless LAN infrastructure, adhering to industry best practices
• Interfaces with other departments to ensure processes are being followed and/or reviewed
• Provides status updates on a timely basis, including root cause analysis and problem resolution procedures
• Inputs complete and accurate and updated information on customer files
Specific Functional/Technical Knowledge and Skills
• Demonstrated experience in configuring, implementing, operating, and troubleshooting Cisco UC infrastructure comprising devices (routers, switches, and voice gateways) and applications (Unified Communications Manager, Unified Mobility)
• Proven working knowledge configuring and using the following components of Cisco Unified Wireless Network is a strong asset: Wireless Control System (WCS), Wireless LAN Controllers (WLC), access points
• Knowledge of wireless protocols and technologies such as 802.11 VoWiFi and GSM/UMTS
• Demonstrated working knowledge in configuring and installing technologies such as switched Ethernet/Fast Ethernet/Gigabit Ethernet and routing (static, ripv1/v2, EIGRP, and BGP)
Other Skills/Competencies/Attributes
• Proven customer service and conflict management skills
• Strong analytical and problem solving skills
• Flexible – able to deal with major events, conflicting priorities, customer escalations
• Innovative and able to work in a fast paced environment with constantly changing conditions
• Strong time management skills, able to prioritize and meet deadlines as required.
• Excellent communication skills (oral and written)
• Outstanding documentation skills
• Strong trouble shooting skills
• Must be able to work in a team orientated and highly charged work environment
Education & Certification
• College degree or equivalent experience
• CCNP / CCVP minimum, CCNP Wireless preferred
Experience
• 1 - 2 years experience in supporting complex network/systems solutions to large companies (preferably both enterprise and service providers)
• Experience in operational/support environment, especially managed/outsourced services
Delphi Solutions Corp., an MTS Allstream Company, is one of the largest providers of IP and TDM Telephony solutions and services in North America. For over 26 years, the company has provided innovative solutions to more than 20,000 customers. The common goal for Delphi and MTS Allstream is to provide end-to-end solutions to businesses throughout North America. Now more than ever, with the joining of forces, we are able to capitalize on both companies’ focus and approach to serving customers, truly Making communications simple...again!
Published at 27-07-2010
Viewed: 6 times
Viewed: 6 times