Senior Engineer Cisco Jabber Support

Oracle, a global provider of enterprise cloud computing, empowers businesses of all sizes on their digital transformation journey. With 430,000 customers in 175 countries, Oracle provides leading-edge capabilities in Software as a Service, Platform as a Service, Infrastructure as a Service, and Data as a Service.
Our mission is to transform our world for the better through innovative technologies.

Desired QUALIFICATIONS:



Education: Bachelor’s Degree in Computer Science / Engineering / Telecommunications



Experience:



· 5 + years working within IT Department

· 5 + years working directly with internal or external clients.

· Soft phone experience, preferable Cisco Jabber soft phone

· WebEx

· Call Manager

· Voice / VoIP

· Solid understanding of IT infrastructure

Desktop support experience is a plus
Good technical understanding of Cisco Networking, preferably at least CCNA level or above.
· Ability to discern cause, develop and communicate improvement opportunities

· Excellent written and spoken English communication skills

Proactive, self-managing, quality orientation and excellent organization skills.

The Senior Engineer will be a senior member of the Unified Communications & Collaboration team responsible for Cisco Spark and Cisco WebEx support.

This is an internal customer-facing role, and requires excellent prioritization, responsiveness, and customer service, along with excellent verbal communication skills.

Candidate will be the escalation point for both Cisco Spark and WebEx related issues.



Responsibilities:


· Provide support in the configuration, installation and troubleshooting of end user requests.

· Acts as an escalation point of contact for other users in the resolution of all Cisco Spark and WebEx related problems or issues.

· Maintain SLA for resolution

· Collaborate with UCC Business Analyst to establish trends for top issues and develop enhancements to improve services and reduce number of tickets

· Provide continuous feedback to the UCC team on support delivered and current processes and procedures.

· The Senior Engineer will report to the Operations Manager for Unified Communications & Collaboration.