Voice MAC Technicians * CAW0201 in Minneapolis, Minnesota For Sale

1. Voice MAC Technicians that will be responsible for end-user communication, process workflow, and completion of hard and soft MAC activity within the Cisco Communications Manager IP Telephony environment. The technician will handle soft changes for end-user set-up; this includes voicemail configuration as well as agent configuration within both the CM & UCCE tools. The technician will provide software configuration support and operational changes for phones on the campus and field locations. In addition the technician will support hard MAC activity where appropriate on the Minneapolis downtown campus, this includes break/fix and/or working locally with end-users to identify necessary changes or troubleshoot. They may also be trained to be involved with Project based IPT configurations and installations.

May act as a front-line interface to customers, accepting trouble reports and dispatching them to appropriate personnel and/or carriers.

May assist in reactively troubleshooting and diagnose problems on IP networks.
Interact with Carriers and Customers to report events and/or resolution of events.

Ability to write basic documentation.
Possess excellent communication skills and understanding of prioritizing escalation events is essential.

Ability to follow instructions - both written and verbal.

Required Degrees/Majors/Accreditations/Skills:
Familiarity with basic PBX and Cisco router commands and troubleshooting.

Fundamental understanding of LAN and WAN systems.

Fundamental understanding of Cisco and Unity Call Manager and VoIP systems.

Strong inter-personal and communication skills.

Capable of explaining simple procedures in writing or verbally.

Good phone customer service skills.

Preferred Certifications: CCNA Certifications or Higher.


Desired Degrees/Majors/Accreditations/Skills:
Applicant should have 2 yrs college or equivalent work experience. Degree area/certificate in computer science, computer engineering or related field.

Previous proven experience in customer support, Cisco VOIP, network operations, system administration. Ability to know what has to be done in a given situation.

Ability to accept responsibility and meet deadlines. Motivated to advance.

Preferred skills in:
1) Cisco Call Manager
2) Cisco Unity
3) Cisco CER
4) Cisco Routing & Switching
5) Customer Service Expert Required
6) Cisco IP Call Center