Eaton has an opening for an IT Specialist-Unified Communications Voice Support. The IT Specialist-Unified Communications Voice Support role will be located at Eaton Center in Beachwood, Ohio if candidate is within 50 miles of that location or at any remote location / home office.
Job Overview:
This position will be part of a global team responsible for providing support services for Eaton's enterprise Cisco Unified Communications environment. The position is requires a highly technical individual that understands a wide range of telephony related technologies. This position is also responsible for providing technical leadership for the team. Technical leadership involves leading the team through critical incident resolution, driving continuous improvement and training the worldwide team on Cisco voice technologies and architecture. The position will identify operational support trends and make recommendations for improvement to the voice design and support team members and the management team.
Job Responsibilities:
- Provide technical support on a worldwide basis to customer sites including the following technologies:
- Cisco Call Manager
- Cisco Unity Connection
- IP/TDM Gateways
- Contact Center Express and Enterprise
- Jabber
- Cisco Telepresence
- Webex Audio/Web conferencing
- Determine methods and procedures for solving complex technical issues encompassing hardware, software and networking.
- Generate clear and concise documentation in the form of Knowledge Articles, FAQs and technical tips.
- Works on complex problems where analysis of situations requires in-depth root cause analysis, and troubleshooting skills.
- Acts as a focal point for organizing a technical team, driving resolution and communicating status during critical, high impact incidents.
- Communicate to the support stakeholders ensuring project/technology transition after a successful deployment of a new Cisco voice system.
- Engage with vendors to collaborate on support and monitoring tools, roadmap and impact on support, and provide feedback on performance against service level agreements,
- Drive high availability by maintaining current versions, firmware releases and vendor suggested improvements.
Basic Qualifications:
- Bachelor's Degree from an accredited institution
- Minimum of 5 years' experience with Cisco IPT Technology
- Minimum of 7 years' experience of IT infrastructure
- No relocation offered; candidate must reside within 50 miles of Beachwood, Ohio site and will work at that site or reside more than 50 miles away from Beachwood, Ohio and work in a remote / home office.
- Sponsorship is not available for this role. Candidates must be authorized to work in the US on a continuous basis without company sponsorship.
Position Criteria:
- Ability to travel up to 10%
- Global team experience a plus.
- Working with outside vendors (ie. Cisco TAC, Avaya, etc) to escalate technical support issues.
- Ability to write detailed technical training documentation for peers and also for end users.
- Proficiency in conducting virtual training for remote team members
- Familiarity with ITIL Framework
Preferred Qualifications:
- Master's degree from an accredited institution
- Experience with Avaya telephony
- Experience with Cisco Contact Center Enterprise
- CCNA or higher certification
Eaton
1000 Eaton Boulevard
Cleveland
Ohio United States
www.eaton.com
