helpdesk-service desk Associate - ccnp certifiedTTEC

TTEC is seeking an experienced Helpdesk - Service Desk Associate. We're a global company that is 46,000+ employees strong. Together, we are transforming the world of customer experience by helping our clients design and deliver simpler, more effective, efficient, and human customer service experiences that inspire customer loyalty and boost company profits.
We are committed to excellence in the delivery of our comprehensive business transformational solutions, assisting our clients to revolutionize the customer experience. We are an award-winning premier technology services provider offering contact center, web and speech-enabled self service applications with Professional Services, Premise and Cloud Services, CRM Integration, Managed Services and Unified Communications. We attribute our success to our talented team of professionals who are passionate about the drive for results and providing best in class service to our clients.
What you'll be doing:
In this role you will work with our enterprise level clients providing troubleshooting expertise primarily in Cisco IPT solutions involving the Unified Contact Center Enterprise product suite. You will leverage your knowledge and experience by working in ServiceNow to create, quality, troubleshoot, and manage all incoming alerts, from internal and external customers devices that we support.
Desired Skills and Experience:
CCNP Certified
Excellent documentation, presentation, and problem solving skills
Excellent communication skills and client-facing skills
Work and collaborate with project teams consisting of eLoyalty Professional Services staff, client
Provide mentoring and support to junior support staff members
3 to 5 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)
Demonstrated ability to perform complex problem isolation within
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.
Any other duties as assigned by management
What We Offer:
A fun, challenging and rewarding work environment
Professional development and tuition reimbursement
Paid time off and leave of absence programs
Rich wellness program and activities along with wellness incentives
Above & beyond employee recognition programs
Access to local discounts to services and entertainment venues
Social activities including employee events, social hours, take your kids to work day, holiday luncheons & patio grill summer concert series
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TTEC

Quezon City, Metro Manila
Permanent
Full-time