Tier 2 Voice in Durham, NC at APEX Systems

Date Posted: 7/12/2018

Job Snapshot

Job Description

Job #:  837134


Tier 2 Call Manager/Voice Support

Candidates should apply to Donna Badin - dbadin@apexsystems.com


Job Description

Primary Responsibilities

Solves product and network problems of moderate complexity

Provides basic systems/product training and intellectual property material

Acts as a focal point for account network problem resolution

Effectively utilizes moderately complex lab setups to duplicate and solve problems

Submits complete and correct DDTS reports in area of expertise with collaboration and supervision

Core Competencies

Ability to analyze, configure and troubleshoot small to medium sized networks

Develops technical skills and knowledge, advancing beyond the fundamentals in at least one area

Plans, prioritizes, and organizes tasks effectively

Strives for continuous learning, results orientation and teamwork

Utilizes an understanding of TAC and CA goals, objectives, and business to guide activities

Ability to manage crisis situations.

Significant exposure/familiarity with the following platforms:

o Cisco Unified Communications Manager 

o Cisco Unity 

o Cisco Voice Gateways

o Cisco IP Phones

o Cisco Routers and Switches

Business Acumen

Ability to understand and apply Client/Cisco Business, such as leveraging best practices or advocating customer position

Contextualize impacts by identifying implications of problems/issues/events on internal and external business processes

Identify Opportunities for ROS Process Improvement, e.g., optimization, proactive management, innovation

Knowledge of Information Technology Infrastructure Library (ITIL) framework


Build client relations; establish productive and reciprocal relationships with ROS Team, Customers, Partners and other stakeholders

Communicate effectively with clients

Communicate effectively with teams to facilitate information sharing, advocate client positions, leverage team resources

Educate client and enforce compliance to policies, procedures and project standards

Provide a cross-functional influence


Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 1-3 years related experience