Senior Administrator - Cisco Unified Communications

Job Summary

The Sr Administrator for Support & Operations plays a crucial role in delivering advanced technical support and troubleshooting for on-premise Cisco Collaboration systems. This position focuses on ensuring customer satisfaction through effective resolution of complex incidents and proactive management of technical issues, contributing to the overall stability and security of the collaboration environment.

Key Responsibilities

1. Provide Advanced Technical Support For On-Premise Cisco Collaboration Systems By Analyzing And Resolving Complex Incidents, Ensuring Adherence To Quality Standards And Regulatory Requirements.

2. Perform Root Cause Analysis For Escalated Technical And Security Issues, Implementing Effective Solutions To Enhance System Performance And Reliability.

3. Lead Knowledge Base Updates And Management Initiatives, While Training And Coaching Analysts To Improve Team Capabilities And Service Delivery.

4. Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Support Teams To Maintain Seamless Operations And A Robust Security Posture.

5. Enhance Customer Experience And Satisfaction By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopenings, And Proactively Addressing Potential Security Threats.

Skill Requirements

1. In-Depth Knowledge Of On-Premise Cisco Collaboration Technologies And Systems

2. Strong Troubleshooting And Problem-Solving Skills In A Support Operations Environment

3. Familiarity With Incident Management Processes And Root Cause Analysis Methodologies

4. Excellent Communication And Collaboration Abilities To Work Effectively With Cross-Functional Teams

5. Proficient In Managing Knowledge Base Content And Training Support Staff

Other Requirements

1. Cisco Certified Network Associate (Ccna) Collaboration (Optional But Valuable)

2. Cisco Certified Network Professional (Ccnp) Collaboration (Optional But Valuable