Voice Administrator

Stefanini IT Solutions was founded in Brazil by Marco Stefanini in 1987. Today, Stefanini is a global services provider, delivering offshore, onshore and nearshore outsourcing, IT consulting, systems integration, application and strategic staffing services to mid-size and large companies around the world.

Experience required: 1-3 years of overall relevant experience in virtualized environment.
Minimum 1 Year experience required with troubleshooting: Cisco Call Manager 6.x and above, Unity and Voice Gateways / Gatekeepers;Cisco UCS / VMware platform.
Minimum 1 Year experience preferred with troubleshooting: Cisco routing and switching protocols (IOS Based);Cisco security devices and protocols.
Mid-level Cisco UC administration, implementation and troubleshooting of CUCM, CUC, WebEx Meeting Server on Premise, UCCX, CUPS, Jabber, Gateways SIP, CTI integration to switching platforms.
Dial plan & Gateway implementation along with user provisioning in CUCM for all new customer location rollouts.
Knowledge of the following is considered a plus:Cisco Presence / TelePresence, DECT Telephony & Ferrari Fax Services.
Ability to openly present her/his own ideas.
Independent and highly self-motivated with a strong customer focus.
Able to work both independently and as part of a team.
Fluency in English (spoken and written); German will be considered a plus.
Willing and able to be part of international projects and initiatives.
Action and results orientated.
Ability to manage multiple priorities is also expected.
Good communication skills.
Analytical and logical thinking.
Willingness to work in shifts (24x7).

Troubleshoot, verify, and resolve complex customer issues, reported through different communication channels (ticketing tool, e-mail and phone calls for important or critical problems).
Work closely with customer entities in investigating and solving the reported tickets and vendors or customer support groups, if technical escalation is required.
Assists with incident, problem, change, capacity, configuration, release & asset/ inventory management for Managed Services project.
IT Security and IT Service Continuity for the project infrastructure (Antivirus, Back-up & Recovery)
Provide solutions in a timely fashion for all issues, ensuring that contractual agreements and client expectations are met.
Make sure tickets are properly documented (work log updates) with all necessary actions and investigation outcomes, reflecting their most recent status.
Proactively & reactively contribute to the Knowledge Database for centralized project solutions
Understand and act upon all requests / communications coming from customer or 3rd parties in due time.
Inbox management & technical reports.