CUCM (Cisco Unified Communications Manager) Support

in California(CA)

Title: CUCM (Cisco Unified Communications Manager) Support Analyst
Work Location: San Jose, CA

Duration: 6 months


Provide support for Unified Communication products (IP Phones, [CLIENT] Jabber (Windows, Mac, iOS, Android, etc.,), Unity Connection, WebEx products, and [CLIENT] TelePresence products
Provide resolution of procedural, process, information and technical problems for requests from internal client base submitted by automated means
Responsible for continuous high levels of customer service and professional assistance front end user environment
Remedy Case Handling
Minimum 40 cases resolved a week
Analysts are expected to open cases for any and all work done for ACE users in order to track productivity
SLA standard: assigned-respond 24-36 hours, average resolved 2 business days
Extensive troubleshooting cases resolved within 4-5 business days
Tier 1 type cases (i.e., password, account requests, setup) resolved within 48 hours
Pending cases-updated/followed up minimum every 48 hours
Responsible for completing all projects assigned (Average 2-3 per month)
Projects are to be completed as outline in the original email
All project work should be completed by the due date provided
Analyst should notify lead via email once their portion has been completed
Attend weekly Tier II meetings
Assist in other areas of ACE as needed


The candidate should have experience with [CLIENT] Unified Communications Manager, Unity Connection, and WebEx applications and onferencing. Candidate should have a working knowledge of Windows based systems and Microsoft applications such as Office and Internet Explorer (Essential)
Experience with smartphone devices such as Blackberry, iPhone, Nokia, and Androids. Working knowledge of MAC based systems. Experience with Video Conferencing and Video technology such as TelePresence Management Suite or TelePresence VCS Control is a plus. Experience with Collaboration tools is a plus. Candidate should also have knowledge of Remedy incident reporting system for processing client requests. (Desirable)
This person should have a collaborative work ethic and an ability to work in a fast pace, ever changing environment.


After hours may be required for this position.

Desktop support experience
Demonstrate the ability to analyze, troubleshoot, and resolve issues of varying complexity with minimal supervision
Apply established solutions to solve known issues and assist in the development of solutions for new issues
Manage multiple, simultaneous projects and cases while maintaining predefined service levels and high customer satisfaction

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Published at 11-09-2017
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