L1 Support

Title: L1 Resident Engineer/Network engineer/ system support engineer

Duration: 1 year and extendable contract

Location: Bangsar/ Subang, Malaysia

Working days: 5 working days(MON - FRIDAY)

Working Hours : 9 AM - 6 PM

JOB DESCRIPTION:

Position Summary:

The L1 Resident Engineer is responsible for the day-to-day operations and maintenance of Cisco Unified Communications (UC)/ genesys cloud systems. This role involves configuring, managing, and troubleshooting Cisco UC/genesys cloud solutions to ensure optimal performance and reliability. The L1 Resident Engineer will work on-site, providing first-level support and collaborating with higher-level engineers and IT teams to address more complex issues.

Key Responsibilities:

1. Configuration and Management:

• Configure and manage Cisco UC/genesys cloud components including Call Manager, Unity Connection, and Cisco IM and Presence.
• Implement changes and updates to the UC/genesys cloud environment based on organizational requirements and best practices.
• Maintain detailed documentation of configurations, processes, and procedures.

1. System Monitoring and Troubleshooting:

• Monitor Cisco UC/genesys cloud systems for performance and availability.
• Diagnose and resolve first-level technical issues related to Cisco UC/genesys cloud, including voice quality, connectivity, and integration problems.
• Escalate complex issues to higher-level support teams as necessary.

1. User Support:

• Provide support to end-users for issues related to Cisco UC/genesys cloud systems.
• Assist in the setup and configuration of user devices, including IP phones, softphones, and video endpoints.
• Conduct user training sessions to enhance user competence and satisfaction with Cisco UC/genesys cloud solutions.

1. Maintenance and Upgrades:

• Perform routine maintenance tasks such as software updates, patches, and backups for Cisco UC/genesys cloud systems.
• Assist in the planning and execution of system upgrades and migrations.
• Ensure compliance with organizational policies and industry standards.

1. Reporting and Documentation:

• Generate regular reports on system performance, incidents, and resolutions.
• Maintain accurate and up-to-date documentation of UC/genesys cloud systems and configurations.
• Contribute to the development and improvement of operational processes and procedures.

Experience:Minimum of 1 years of experience in configuring and managing Cisco UC/genesys cloud systems.

Certifications:Cisco certifications is nice to have

Working Conditions:

• On-site position with standard working hours; may require occasional after-hours support.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Physical ability to install and configure network and communication equipment as needed.