Technical Support Specialist
Aims Community College
Philippines - Virtual Office
4d ago

This position will provide technical support to our end users with Cisco Voice and connectivity issues. This will include working on user set ups, large deployments, troubleshooting connection problems, working with telco vendors and providing customer service to our travel counselor population.

Responsibilities :

  • Supports end users with Cisco Voice applications
  • Maintains relationships with our vendor partners to ensure service levels are achieved and processes are developed to continually improve availability, cost and service offerings.
  • Ensures the delivery of services at a user level are kept on track and works with the GBT teams to resolve any possible delays or ability to complete the delivery of services.
  • Builds and maintains relationships with both our GBT and Vendor partners
  • Acts as a point of escalation for service delivery issues for infrastructure services.
  • Facilitates the resolution of complex technical problems collaborating with American Express GBT Technology, Vendor Partners and Business Partners.
  • Ensures trend and root cause analysis are completed to identify and remove systemic issues from future installs when issues arise, documents these issues to reduce their reoccurrence
  • Provides a single point of contact for the internal teams to escalate any issues to our GBT teams or our vendor partners to ensure quick resolution
  • Analyzes frequent incidents to track trends, find common issues and assist with documented self-help documentation.
  • Works well as part of a team, willing to work flexible hours,
  • Required Skills / Qualifications :

    Possess ability to deliver services to our GBT team using specific tools SNAP, Excel, Vendor tools, SNOW

    Existing knowledge of Cisco products is a plus.

    Extensive use of Excel and SharePoint, ability to track multiple issues and assist leaders with support and escalations Possess strong customer service skills in order to create and maintain strong relationships with our GBT and Vendor partners

    Possess proven ability to build effective working relationships with GBT internal teams and external vendors / clients. Possess verbal / written communication and negotiation skills.

    Possess ability to analyze large amounts of data to track trends. Current experience with Cisco products- Finesse, CIPC, Jabber and understanding of the the internal set up is a plus.

    Knowledge of how a voice deployment works and how to track changes and problems to ensure all items are addressed to closure or documented resolution.

    Ability to adjust to change and to document and communicate changes as they occur

    Location

    Australia - New South Wales - Virtual Location

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