Delphi Solutions Corp., an MTS Allstream Company, is one of the largest providers of IP and TDM Telephony solutions and services in North America. For over 26 years, the company has provided innovative solutions to more than 20,000 customers. The common goal for Delphi and MTS Allstream is to provide end-to-end solutions to businesses throughout North America. Now more than ever, with the joining of forces, we are able to capitalize on both companies’ focus and approach to serving customers, truly Making communications simple...again!
What you will do:
Unified Communications (UC) Cisco Remote Service Technician will be expected to provide Level 2 Incident resolution and MACD Delivery for Unified Communication Managed Services and LAN network infrastructure and applications; including remote diagnostics, troubleshooting and incident resolution that have been identified by the customer and/or remote monitoring tools.
The candidate will be expected when required to work evenings and weekends for upgrades, system maintenance, failure and restoration.
This position is required to participate in after-hour on call processes for all UC managed clients
Provides Remote Level 2 support to UN Managed Services Clients, UC and Wireless LAN networks including incident management, configuration management, change management, problem management, and performance management
Provides remote support for customers and/or other technicians
Responds and resolves issues to system generated alerts, initiated either by customer or monitoring tools.
Will be required to participate in after hour support process (On-call) includes responding to and resolving alarms and customer escalations after hours
On-boarding of new customers into the managed services practice
Implements and maintains tools necessary to remotely monitor and manage customers’ UC and Wireless LAN infrastructure
Sets up reporting tools to facilitate metrics for application QoS performance reporting
Provides status updates on a timely basis, including root cause analysis and problem resolution procedures
Inputs complete and accurate and updated information on customer files
As the ideal candidate you have:
Demonstrable experience in configuring, implementing, operating, and troubleshooting Cisco UC infrastructure comprising devices, (routers, switches, and voice gateways) and applications (Unified Communications Manager).
Proven working knowledge configuring and using the following components of Cisco Unified Wireless Network is a strong asset: Wireless Control System Wireless LAN Controllers access points.
Demonstrable working knowledge in configuring and installing technologies such as switched Ethernet/Fast Ethernet/Gigabit Ethernet and routing (static, ripv1/v2, EIGRP, and BGP)
Proven customer service and conflict management skills
Strong analytical and problem solving skills
Flexible – able to deal with major events, conflicting priorities, customer escalations
Innovative and able to work in a fast paced environment with constantly changing conditions
Strong time management skills, able to prioritize and meet deadlines as required.
Excellent communication skills (oral and written)
Outstanding documentation skills
Must be able to work in a team orientated and highly charged work environment
Education & Certification
College degree or diploma in computer science or equivalent experience
CCNP / CCVP minimum
3-5 years’ experience in operational/support environment, especially managed/outsourced services
2-3 years’ experience in supporting complex network/systems solutions to large companies (preferably both enterprise and service providers)
Allstream is an Employment Equity Employer and values a diverse workforce. Allstream will provide reasonable accommodation to applicants with disabilities. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self identify in the application process.