Job Summary

As a Subject Matter Expert in On-Premise Cisco Collaboration, you will play a pivotal role in enhancing customer satisfaction by ensuring the timely resolution of escalated incidents and adherence to quality standards. Your expertise will contribute to the operational efficiency and effectiveness of support services, while mentoring team members and facilitating communication with key business stakeholders.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Ticket Data And Applying On-Premise Cisco Collaboration Best Practices To Meet Sla Requirements.
2. Mentor Administrators And Team Members Through Value Addition Activities, Such As Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Enhance Operational Efficiency.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Actively Participating In Capacity Planning Sessions To Align Resources With Demand.
4. Foster Positive Customer Relationships By Actively Participating In Customer Meetings To Understand And Address Issues, Facilitating Effective Communication That Leads To Increased Satisfaction.
5. Conduct Thorough Validations And Analyses, Such As Root Cause Analysis And Trend Analysis, To Produce Insightful Reports That Drive Performance Improvements And Inform Key Business Stakeholders.

Skill Requirements

1. Proficient In On-Premise Cisco Collaboration Technologies, With A Solid Understanding Of Support And Operations Processes.
2. Strong Analytical Skills With The Ability To Conduct Root Cause And Trend Analyses.
3. Excellent Communication Skills To Effectively Liaise With Stakeholders And Facilitate Knowledge Sharing.
4. Familiarity With Creating And Maintaining Standard Operating Procedures (Sops) And Documentation Practices.

Other Requirements

1. Cisco Certified Network Associate (Ccna) Collaboration Certification Is Optional But Valuable.
2. Itil Foundation Certification Is Recommended For Effective Service Management Practices