Tier 1/1.5 Voice in City Center, NC at APEX Systems

Date Posted: 3/6/2018

Job Snapshot

Job Description

Job #:  818956

Tier 1.5 Voice Support (Call Manager, CUCM, VoIP knowledge)

Long term contract

Interested candidates should apply to Donna Badin - dbadin@apexsystems.com



Tier 1.5 Voice Support (Familiarity with any of the following VoIP, CallManager, CUCM)

Monitor customer network for alarms via Management Application Platform (MAP)

•Triage initial alarms and assign the incident to the appropriate priority and queue

•Receive calls and tickets from Customer Help Desk

•Validate accurate/complete incident information from end customer

•Initial Troubleshooting with First Call Resolution (FCR) > 50%

•Assist Tier 1 engineers with difficult calls and Incidents

•Assign complex incidents to Level 2 within defined Service Levels

•Conduct post QA verification for resolved voice issues then close out incidents

•Refer non-Data related incidents back to Customer Service Desk or to the appropriate support team

•Follow the defined communication procedures for the incident updates

•Strictly adhere to defined processes for meaningful ticket updates and correct notes


For resume consideration, please email Donna Badin at dbadin@apexsystemsinc.com










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