Role: Resident Engineer (Cisco UC/ Genesys cloud solutions )
Experience : 1-5 yrs
Level : L2
Mode of Hire : Contract
Work Location: Bangsar/ Subang
Working days : Monday - Friday
Working Hours : 9 AM - 6 PM
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:
- 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.
- 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.
- 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.
- 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.
- 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.
