Role: Technical Support Engineer Location: Providence, RI
Client: Accenture Duration: Long Term Investigate and diagnose faultIdentify and coordinate resolution of conflictsConfirm impact of fault (single / multi user impact)Maintain and operate custom monitoring toolsetsProvide fault resolutionTroubleshoot escalated problems (WAN / LAN/caching / proxy, DNS / DHCP, strong authentication etc.)Escalate unresolved issues to appropriate team Open & confirm approval of Change Request where neededPerform testing after changeContact onsite support / vendor when neededCommunicate status updates as needed Assign ticket back to ticket owner after resolution.Submit Emergency Change Requests in Tools for all unplanned configuration changesProvide ad hoc statistical reportsProvide scheduled statistical reports (e.g. # of events, trending analysis, etc.Provide inputs to Architecture design with an aim to make network more self suffcient & optimal.• Provide Tier 3 operational support and incident resolution for technology/ies of focusProblem management - diagnosis, root-cause elimination activity , escalation, tracking and *Description/Comment:* 9+ Years plus in contact center telephony, with predominant focus on Avaya contact center technlogies. In-depth familiarization with the following areas is required – • Aura Communication Manager, AES, S87XX, CMS Supervisor, Modular Messaging, ATT Routlet, ATT Business Direct. • AES Server maintenance and troubleshooting relating to connectivity to PBX and other equipment including Verint, CTI and ICM • Knowledge of ICM where it relates to call routing and PBX / CMS connectivity • VOIP • Support of CLANs, Medpro boards Accountabilities: • Respond to user trouble tickets related to call center within service levels. • Assist business lines in determining the most effective use of call center routing; build new routing plans and support implementation of new related initiatives through IMACD process. • Build Toll Free number routing plans and terminations in ATT RouteIt application as well as manage call control routing of Toll Free numbers across enterprise through ATT Business Direct. • Build, test and support of Call Center Disaster Recovery plans • Provide support to all IP phones, IP Thanks & Regards, Ajit Rathore Business Integra Inc, 6550 Rock Spring Dr.Suite # 450 Bethesda, MD – 20817 Office: *301-474-9600 Ext 101* | *ajit.ku...@biitservices.com* <ajit.ku...@biitservices.com> I Fax: 301-474-9651 | EFax: 301-560-8182 www.businessintegra.com *A WBE | DBE/MBE Corporation8(a) | CMMI Level 3 | ISO 9001-2008 | GSA Schedule 70* -- You received this message because you are subscribed to the Google Groups "American Vendor--IT Consulting" group. To unsubscribe from this group and stop receiving emails from it, send an email to sap-vendor+unsubscr...@googlegroups.com. To post to this group, send email to sap-vendor@googlegroups.com. Visit this group at http://groups.google.com/group/sap-vendor. For more options, visit https://groups.google.com/d/optout.
