About GlobalXperts:
GlobalXperts is a worldwide solutions provider dedicated to supporting their customers with all phases of the solution lifecycle for advanced technologies. From small businesses to Fortune 500 companies, our customers leverage their partnership with GlobalXperts as an extension of their professional services, managed services, and field services capabilities in areas such as Data Center, Cloud, DevOps, Security, Collaboration, Contact Centers, and Enterprise Networking.
For more information about GlobalXperts, visit our website at www.globalxperts.net or follow us on LinkedIn.
Key roles and responsibilities:
- Performing MACDs on multiple UC platforms (Cisco, Zoom, Microsoft). Some troubleshooting may be required to successfully complete the request. (50%)
- Tracking and administering change management policy (10%)
- Ticket management: this includes documentation of work performed, follow up with customers and information gathering process to complete the MACD request (25%)
- Reading customer specific procedures and documentation (10%)
- Customer appointments, projects, meetings, etc (5%)
The MACD Engineer will be responsible for implementing moves, adds, changes and deletes (MACDs) on UC platforms (multiple vendors), keeping detailed record of these within a ticketing system and communication of changes to the customer.
The engineer will be responsible for the daily configuration, administration, and maintenance of Cisco Voice, Video, Contact Center (UCCX/UCCE) platforms as well as, Webex Calling/Contact Center, Zoom phone & MS Teams. Pertaining to these activities, we must:
- Adhere to the unique special procedures outlined for every customer
- Track all relevant communication and documentation in the ticketing system
- Track all changes via provided change management policy
- Manage & maintain both a personal ticket queue and overall
- In addition, MACD engineers will work with the customer to create standardized, custom change documentation to ensure Client meets expectations. The role will frequently work with Tier 1 technicians to discuss scope, take ownership of escalated requests or general knowledge transfer.
Required Skills:
- Customer service skills and client focus
- Strong communications skills including the ability to communicate technical information in using non-technical language
- Previous experience or aptitude to be successful in an operations capacity
- Good problem-solving skills
- Excellent interpersonal skills
- Comprehensive verbal and written communication skills
- Ability to remain calm and courteous in periods of stress
- Ability to work on several problems simultaneously
- Industry Certifications, one of the below:
- Cisco Certified Technician (CCT) 100-890 CLTECH
- Cisco Certified Technician (CCT) 100-490 RSTECH
- CCNA Voice (retired) or equivalent
- SSH Terminal applications (e.g. SecureCRT, Putty, SuperPutty, etc)
- Experience with user related changes on Cisco UC applications (CUCM, Unity, & UCCX) and/or Webex Calling, WxCC, Zoom phone, and Microsoft Teams.
- Experience with enterprise ticketing systems
- Flexible hours
- Industry Certifications:
- Cisco Certified Technician (CCT) 100-890 CLTECH
- Cisco Certified Network Associate (CCNA) 200-301
- ITILv3 Foundation
- Experience with SecureCRT and port forwarding
- Experience with ServiceNow &/or Remedy
- Experience with agent related changes on UCCX and UCCE
- 1+ years' experience maintaining, utilizing, and troubleshooting Cisco UC Platforms
- 1+ years' experience maintaining, utilizing, and troubleshooting Cisco Voice Platforms
- 1+ years' experience maintaining, utilizing, and troubleshooting Cisco Telepresence Platforms (Preferred)
- 1+ years' experience maintaining, utilizing, and troubleshooting Cisco Network Platforms (Preferred)
GlobalXperts is a global information and communications technology company with an impeccable record for providing comprehensive, integrated Managed Services and Professional Services and excelling in Network Infrastructure Management Services (Voice, Data & Video) and other IT Infrastructure Services (End User Computing, Applications, Storage and Virtualization)