Cisco Voice NOC Engineering Support

Company Name:
Our client located in Windsor CT is seeking a Cisco Voice NOC Support Analyst for an immediate contract opportunity.

Provides engineering leadership and oversight on design, engineering and development of information technology solutions. Responsible for the most complex, multi-site, multi domain activities and integration. Manages the troubleshooting and resolution of infrastructure compatibility issues based on system architecture, project requirements, customer expectations. Partners with IT leadership on engineering related issues and strategies. Works in high-paced environment to deliver excellent service to IT clients.
Skills Cisco Unified Voice engineering experience for work in Network Operations Center, Windsor Data Center, Windsor CT.

This role is part of a team responsible for the 7x24x365 monitoring and support of the enterprise data, voice, and contact center infrastructure. This position will ensure high quality service delivery through responsiveness to network incidents, crisis management, and adherence to service levels and network improvement initiatives.

Specific areas of responsibility are:
Provide technical support and monitor day to day operations of the Network Operations Center.
Perform network monitoring and first level response for data, voice, and contact center incidents in environment.
Operate network monitoring and management tools, diagnose problems, restore service for network and/or systems and provide professional customer support at the Tier 1 level.
Act as the first point of customer contact for network/voice related operational issues.
Respond to and document all network/voice related incidents.
Manage engagement of key vendors during the incident management process.
Must be able to identify, isolate, and document network/voice problems using industry best practice troubleshooting skills and network tools.
Develop, refine, and document NOC policies, processes, and procedures. Drive continuous improvements that will improve overall network service delivery to our customers.
Work closely with Tier II and Tier III teams on escalation of issues.
Operate and improve services in accordance with business needs, priorities and SLAs.
Provide periodic performance reports for review with management providing input on improvements and quality initiatives.
Bachelor degree in Computer Science or a related discipline and at least six, typically eight or more years experience in all phases of infrastructure network management or its equivalent in education and work experience.
For more information, please contact Tiffany Crowell Technical Recruiter:

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