At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
We are seeking a Cisco Desktop Support Senior Technician to join our Managed Services team. This is a hybrid work set up, following US day shifts.
What you'll be doing:
This is an advanced and experienced level position with demonstrated capabilities in the technology field. This position provides sophisticated technical end-user support to client desktop systems, workstation setup, configuration, networking, mobile devices, and routine tasks over the phone to our client. The ideal candidate possesses the ability to analyze, troubleshoot and resolve complex technical issues and demonstrate comprehensive critical thinking skills.
The focus will be on desktop, network, or mobile device problems related to hardware, operating systems and configuration issues through troubleshooting and research. This position requires technician to demonstrate excellent customer interaction skills both verbally and orally.
What you'll bring to us:
CCNA background is a plus
Excellent documentation, presentation, and problem-solving skills
Excellent communication skills and client-facing skills
Provide mentoring and support to junior support staff members
2 to 3 years experience configuring and supporting complex Cisco IPT solutions with Cisco Unified Call Manager, Cisco Unity Voice Mail, Cisco ICM (IPCC, CVP, and CTIOS)
Troubleshooting malfunctions of network hardware and software applications, telephones and security systems to resolve operational issues and restore services.
Strong experience troubleshooting Cisco Routers and Switches (2600 and 3800 series)
Telecommunications infrastructures: FXO/FXS/PRI/T1/DS3 Circuits & Signaling Protocols
Prior experience designing, administering, or supporting LAN/WAN [HSRP, QoS, VLAN's, Bandwidth modeling] and VoIP infrastructures
Experience configuring and troubleshooting Voice Gateways/Gatekeepers
Knowledge in network design, network architecture, protocols and network topology.
Able to work a rotating weekly on-call schedule on off hours, as required to ensure support and service to our clients
Demonstrate initiative, resourcefulness, and dependability.
Effective written and verbal communication skills, as well as the ability to communicate appropriately with all levels of the organization.
Experience to online ticketing system and knowledge base documents.
What skills you'll need:
Bachelor's degree in Information Technology or 2 years experience
Certifiable technical skills
Demonstrate a commitment to continuous learning, obtaining appropriate certifications, and developing skills with ever changing technology.
Experience with Microsoft, Google, Okta, ServiceNow, and Oracle preferred.
Solid Understanding of network topology and ability to troubleshoot networking services.
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About Us
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
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