Job Description

An employer is looking for a candidate to join a team of Tier 1 Telepresence Engineers in the Austin, TX area. This role will be responsible for supporting a variety of voice and video enterprise clients in a NOC environment. This support team is responsible for configuring, maintaining, and restoring Cisco Unified Communications devices, servers, and services, such as Cisco Telepresence codecs, UC servers, and Webex applications or services.

Responsibilities include, but are not limited to:

-Taking customer calls regarding any telepresence device issue, and leveraging skills to triage and isolate an issue/engaging the wider team for assistance if necessary. The number of calls/tickets fluctuates based on client needs, ranging from 1-3 to 5-8 a day.

-Supporting the Unified Communications devices and servers which enable the clients to join voice and video conferences.

-Logging, troubleshooting, and documenting issues using Service Now for all tickets. Some examples are troubleshooting connectivity issues, call quality problems, compatibility problems, call routing problems, and connectivity issues with video endpoints.

-Helping with resolving backlog tickets.

-Working with 3rd party teams for escalations. These teams include interdepartmental teams such as Logistics or TAC and external client teams like Network, Security, or AV Installers.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Skills and Requirements

-1+ years in customer service role -- call center, retail, enterprise-level support.

-Minimum of 1-2 years in a technical support role.

-Excellent troubleshooting and problem-solving skills demonstrating a methodical thought process to work a problem incrementally.

-->Experience configuring and troubleshooting Cisco IP phones, Cisco Video codecs, or Cisco Unified Communications servers.

AND/OR

-->Experience configuring and troubleshooting Cisco network equipment (ie. routers, switches).

-Must have excellent written communication skills via email (Outlook) and chat tools in an enterprise environment.

-Must have excellent verbal communication skills via phone/video.

-Able to work effectively in a team environment -- collaboration on tickets and client support with the team to provide top-quality service, giving/receiving constructive feedback, and participating in team discussions during stand-ups.

-Must be flexible on shift times, depending on front-half to back-half of the week. Service coverage with varying shifts is from 6am-8:30pm. No overnight shifts. -Experience working with a ticketing system (CMSP, Remedy, Service Now).

-Certifications (CCST Networking, Routing and Switching CCNA, or any CCNP level certifications).

-Experience with Cisco Unified Communications Manager registering devices (phone or video endpoints) and troubleshooting registration and call routing issues.

-Experience with Quality of Service (QoS) principles, demonstrating the ability to apply techniques to prioritize essential data flows.

-Experience in a network operations center (NOC) or similar environment using a ticketing system, monitoring system, and managing multiple tickets at once. null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.