Level3 Cisco Collaboration Expert

Job Description

about the role
– To provide level3 of professional technical support and resolve complex customer issues and lead crises management.
– To validate and implement UC complex changes and new releases.
– Provide technical support till permanent resolution for repeated incidents/problems if requested and identify trends (Problem management trend analysis).
– Act as the high level of technical escalation within customer operations and support the internal operational entities (level, level2, .. ect) toward faults resolution, changes validation and implementation.
– Document all troubleshooting and case management actions via the electronic case management system.
– Review and update technical documentation such as high- and low-level designs beside technical implementation guides.
– Able to work closely with Solution Architect / Consultant, Vendors and Service Providers to adequately review and test new customer solutions, design changes, identified vulnerabilities and bugs.
– Provide on the job coaching, mentoring and deliver technical training to peers and subordinates.
– To undertake any other reasonable task as assigned.