Cisco Call Manager/Avaya Tier II Tech

Norcross, GA 30071

Posted: 11/09/2018 Job Category: NOC Job Number: 1556

NOC Engineer Req Qualification Form

Cisco/Avaya Tier II

Business need (Why is this position open and what is the business case (initiative) around adding this person to the team):

The client just won a new contract to support the Cisco and Avaya phone systems for a large enterprise client.  They are going to be migrating their existing 7000 users over to a new platform over the next 6-9 months, but they need them to take on the support of their current users on the old platform.  They have both Cisco Call Manager and Avaya Auro platform.

Top 3 skills needed (What would be the top three technical skills needed for this position and how would this person use them on a day to day basis with percentage of what a day would look like typically?):
  1. This person must have previous handling level two issues with Cisco and/or Avaya IP phone support. Examples of these issues would be name changes, adding users to branches, call routing issues, etc. They should have at least six months of experience doing this and feel comfortable answer questions and educating the customer on things they do not know to decrease the number of future calls the support team will receive.
  2. At least six months of experience with a ticketing system (HEAT, Remedy, ServiceNow, etc) to be able to start, follow-up, and close out tickets with proper documentation following all standard procedures and protocols as well as the knowledge and understand of how and when to escalate and triage issues as needed.
  3. This person should have great verbal and written communication skills to be able to interface with their customers accordingly to educate them on how to resolve issues, as well as make sure that all issues are documented correctly.

What are the day to day activities with percentages included.

Most of their will be focused around going into the ticketing system and identifying the main issues that in their queue. As needed, they will have to reach out to the local offices of the customer for more information if needed. They should handle issues from highest priority to lowest priority and document everything as they go along. They need someone who is open to work 8am-8pm, as they will have two shifts for this role. The work week will be Monday – Friday.


They like people who have a customer service type feel to answering questions and making sure that they customer feels they are being handled with care.  This person doesn’ t have to be overly nice, but they can’ t be mean or overly dry.

Why would someone want to work here?

The client is growing tremendously. They have been consistently adding new contracts over time, and this person could be brought on full time if they have skills in other areas that they may be able to use once the cutover takes place to the new environment. This is yet to be determined.  Also, this person will get the chance to handle more complex issues as they arrive and could grow their skillset during their time there.





Ken Middleton

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