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RESPONSIBILITIES:
Kforce is immediately seeking an experienced UCCE/IPCC Support Engineer to support our enterprise networking and cloud solutions client in Raleigh, North Carolina (NC).
Responsibilities:
Determine methods and procedures for solving sophisticated technical issues encompassing hardware, software, and networking
Function as technical lead for large customer accounts with multiple concurrent technical issues
Formulate technical action plans for analyzing and resolving end-to-end solutions
Generate clear and concise documentation in the form of case notes, technical tips, and white papers
Works on sophisticated problems where analysis of situations requires in-depth fault analysis and troubleshooting skills
Provide systems/product training
Provide guidance & leadership to less experienced engineers
Acts as a focal point for large account Contact Center/UCCE/IPCC problem resolution
Provides support on a worldwide basis
REQUIREMENTS:
Bachelor's degree in CS or related tech filed (or equivalent experience)
Voice CCIE certification and/or current CCVP with Current Microsoft MCSE
3-5+ years of meaningful customer support experience
Extensive call manager and call flow trouble shooting experience
In depth knowledge of installing, supporting, and troubleshooting IP Telephony products and Unified Communications solutions
Possess extensive IP Networking experience plus knowledge of Networking industry, products and protocols
Strong documentation skills-to be utilized for case management, knowledge capture, defect management and trainings
Excellent verbal communication skills-these skills enable you to deliver the best level of customer service, as most of the work being done is through the phone
Strong analytical skills which will be utilized often as this position covers all IP Telephony tech
Deep understanding of TCP/IP-IP knowledge is essential as it is the foundation for most IP Telephony tech
Practical knowledge of handling network down situations; This role will be handling S1/S2 Service Requests with limited supervision
Ability to drive recreates remotely-Many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve
Experience and knowledge of IP Telephony protocols, proficient with QoS on company platforms, and detailed understanding of company's product line
Highly motivated, self starter who can work with minimal direction
Good organizational skills
Strong collaboration skills
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
