Job Overview

shift: rotational

work location: hyderabad

work mode: hybrid

summary

the diagnostic engineer iii is responsible for identifying and resolving complex telephony and other associated technology issues.

essential functions

• collaborates and consults with customers, vendors, and contractors to provide expert technical solutions in support of contracts in a fast paced and demanding environment.
• follows up with customer contacts to ensure satisfactory resolution
• reports findings, tracks progress, and documents customer communication within incident management system
• manages workload in a manner that meets defined service level objectives
• demonstrates high standards of conduct and ethics as well as appropriate judgment, independence, and discretion
• develops positive working relationships with internal and external customers

required qualifications

• 10 years' experience performing break/fix, moves, adds, and changes for telephony equipment and adjuncts
• 7 years' experience supporting cisco solutions
• cisco examples: cisco call manager, ucce/uccx, cisco voice portal, unified messaging, voice gateways, cube, webex calling and contact center
• icm and vxml scripting
• 2 years' experience using an automated ticketing system
• 5 years' experience supporting cisco hardware and software
• must possess strong computer skills and excellent working knowledge of general business applications including ms word and excel
• must possess excellent oral and written communication skills in english
• highly skilled in writing with details, accuracy, and consistency
• strong analytical, interpersonal, and relationship building skills
• must be familiar with both voice and data equipment and technologies
• superior skill in the use of the internet, e-mail applications, procurement/inventory systems, maintenance
• management systems and payroll / timekeeping applications
• strong work ethic and personal drive to excel
• strong sense of urgency and commitment to get the job done
• superior negotiation, coordination, and conflict resolution skills
• ability to use (and learn new) complex systems, technologies, and applications
• ability to adapt to change quickly and multi-task

desired/preferred qualifications

• industry certifications on telephony and associated technology solutions, depending on team placement
• cisco certifications(ccie collaboration or ccnp collaboration)
• working experience in the managed services industry
• familiar with both voice and data equipment and technologies
• bachelor's degree in computer science
• understanding of quality processes including itil