Cisco Call Center Support

Job title:

Cisco Call Center Support

Company

TalentBurst

Job description

Job Title:- Cisco Call Center Support Analyst
Location:- Montreal, QC
Duration:- 12+ Months ContractPurpose & Scope of role
Purpose: Act as an Operations Support Engineer for Voice, Video and Capture Platforms, focusing on administration, production system health checks and monitoring, technical support, and regular testing of the voice and capture infrastructure.
Scope: Regional support for North and South American countries, based out of the Montreal office.Responsibilities:

• Deliver a range of IT Production Voice, Video and Recording services, including operations, administration, monitoring, controls, and Level 1-2 support for Voice, Video and Recording platforms.
• Manage and monitor the Voice, Video and Recording infrastructure, performing business readiness, mid-day, and end-of-day checks.
• Troubleshoot Voice, Video and Recording related issues and escalate to Third Line support as necessary.
• Create reports of Voice, Video & Recording operational data for Senior Management.
• Support Compliance and Legal teams with data search, extraction, and delivery as needed.
• Adhere to internal controls and procedures, ensuring deadlines and SLAs are met.
• Collaborate with global Record Keeping members in other regions to ensure continuous knowledge sharing and issue resolution.
• Participate in the change process around production activities including scheduled weekend/out of hours maintenance windows and patching campaigns.
• Liaise with external partners and vendors for support and problem/change management.
• Provide support to local IT on-site teams on Voice, Video, Trading Voice, and Recording technologies.
• Escalate issues to management and/or Permanent Control (or Compliance) as appropriate.

Skills Required:

• Bachelor’s degree in computer science, information technology, or relevant/equivalent IT support experience.
• 2-3 years of experience in a 1st/2nd Line IT Support Role.
• Strong proficiency with Microsoft Windows server and productivity tools.
• Strong ability to diagnose and resolve software application and performance issues.
• Knowledge of the following platforms and solutions is desirable but not required; product inductions and training will be provided:
• Voice and eCOM Recording systems (Veritas Enterprise Vault and Merge1, NICE NTR/NTR-X, NICE Fusion, VERINT VFC – VERBA).
• Voice Telephony platforms (Cisco Call Manager, Voice gateways, Unity Voicemail, MS Teams, Cisco Video Servers: VCS and Expressway and Cisco Video endpoints).
• Oracle Networking (Oracle Session Border Controller (Client), Oracle Enterprise Communication Broker (ECB), Oracle Enterprise Operations Monitor).
• Familiarity with Dealer-board / Turret technologies (IPC Unigy, Broker lines, hoot bridges)
• Strong understanding of network concepts – TCP/IP and UDP, network ports and protocols, IP addressing and subnetting, firewall concepts and security rules, network monitoring and diagnostic tools (i.e. Wireshark, traceroute, ping etc.)
• Understanding of SIP protocol and VoIP telephony.
• Basic experience with database technologies (MySQL, MSSQL), administration, and query search operations.
• Basic knowledge of Microsoft Azure Cloud Environment and system infrastructure monitoring tools.
• Basic knowledge of storage platform design and operation (NAS, WORM, ECS, S3)
• Proficiency with Microsoft Excel (Graphs, VLOOKUP, Pivot tables).

Essential Skills:

• Detailed-oriented and organized.
• Ability to work independently and as a part of a cross-functional global team.
• Strong problem-solving skills and desire to learn and adapt to new technology.
• Strong customer service and interpersonal skills.
• Ability to create and maintain technical documentation and network diagrams.
• Knowledge of standard methodologies of Service Delivery (ITIL, ITSM) is a plus.
• Experience in working in a financial institution in technology or IT departments is a plus but not required.

#TB_EN

Expected salary

Location

Montreal, QC

Job date

Sat, 19 Oct 2024 06:32:59 GMT

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