JD17538 - Level 1 Voice Support Engineer (1 Year Direct Contract),Singapore

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From: jobline <info@jobline.com.sg>
Date: Thu, Oct 18, 2012 at 5:49 PM
Subject: 1ADV -JD17538 - Level 1 Voice Support Engineer (1 Year Direct Contract)
To: jobline <info@jobline.com.sg>

Hi,

Your portfolio has been identified by our search mechanism with the requirement of this selected job opportunity matches your experience. 

Please email to us directly to express your interest. 

To make it easier for our recruiters to reach you and process your application quickly, do attach a copy of updated resume. 

Selected Job Opportunity 


Learn More about this Company                     
Our client is a leading independent IT services and solutions company in Asia Pacific. Specialising in customised business solutions. It combines an expertise in networking, security, IP Convergence, datacentre storage, Microsoft business applications and contact centre technologies, with advanced skills in consulting, integration and managed services.

Working location                                             

Kaki Bukit

Working hours                                                 

Rotating Shift (4-day work, 4-day rest)

Salary Range (commensurate with years of working experience and qualification)

neg

Job Requirement                                             

12 months Direct Contract 

Primary Responsibility 

The primary responsibility of level 1 support is to manage all alerts and first level support and to handle user requests.  Key functions will be:

1. Monitor and respond to alerts from the event management system

2. Respond to direct contact (phone/email) from the Client or other Service Support Teams

3. Record all incidents that affect the operational service delivered to the business and its clients 

4. Manage all incidents as per the Client's defined process and procedures

5. Perform first level troubleshooting 

6. Route or escalate incidents to second-level or third-level support teams for diagnosis and resolution

7. Liaise with 3rd parties,  vendors and site services for parts replacement dispatch and onsite support

8. Handle and perform pre-approved service request fulfilment

9. Ensure all Incidents are processed within the SLA

10. Update the client with at a minimum, a status update on service availability and any request being managed by the service team, incident number for use in future communication

Requirement 

1. 2 to 4  years of experience in providing level 1 IPT support. Global support experience is highly preferred. 

2. Certifications 

• Cisco Certified Network Associates - Voice (CCNA™ Voice) - mandatory

• Cisco IP Telephony Operation Specialist – mandatory

• Cisco IP Contact Center Express Specialist – (highly preferred)

3. Technical knowledge domain and experience required in the following areas:

• CISCO Unified Communications Manager 5.X and above

o MACDs for users and phones

• Cisco Unified Contact Center Express 5.X and above 

o MACD of Agents and phones

o Basic UCCX troubleshooting

o Agent re-skilling

• Cisco Unified Contact Center Enterprise 6.X and above 

o MACD of Agents and phones

o Basic UCCX troubleshooting

o Agent re-skilling

• Cisco Emergency Responder

• Cisco Call Manager Express 

• Cisco Unity Express

• Cisco Security Agent Console Server

• ARC Operator Console (Netwise in other sites)

• Cisco Unity Connection 7.X

• Attendant Console

Regards,
Jobline Consultancy Pte Ltd 
e-mail : info@jobline.com.sg
http://www.jobline.com.sg
Reg No:200309609C

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