Tier 1/1.5 in Durham, NC at APEX Systems

Date Posted: 10/17/2018

Job Snapshot

Job Description

Job #:  871896

Tier 1.5 Voice Support - Familiarity with any of the following VoIP, CallManager, CUCM) - Email Donna Badin at dbadin@apexsystems.com

Required Experience:
Unified Communications 
Phone Boot Process 
Route patterns 
Translation patterns 


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









EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178