Help Desk Support Engineer with Cisco Routers/Switches, Avaya Telecommunication systems, BMC Remedy, Cisco ACS, and Novell GroupWise IM experience

 

Help Desk Support Engineer with Cisco Routers/Switches, Avaya Telecommunication systems, BMC Remedy, Cisco ACS, and Novell GroupWise IM experience

 

Job code:

 

ITB-DS-071I1300126

 

Location: Lansing, MI

Duration: 1 year

Positions: 2

 

Requirements or expertise include the knowledge and ability required to

•

    

Provision, install, test, maintain, and troubleshoot Cisco routers

and switches

•

    

Use BMC Remedy, Cisco ACS, MS office, Novell GroupWise instant

messenger, and SMMS (a DTMB web based change request system)

•

    

Lift and carry equipment up to 45 lbs.

 

Two (2) contractors will need to become part of the Service Delivery team and follow all established processes to perform the duties of Telecommunications Service Center operator. This includes use of service management tools (BMC Remedy, GWIM, and SMMS), Analyst level qualifications for help desk operations focuses on Avaya telephony services to agency clients. Working knowledge of Avaya systems and the ability to troubleshoot end user problems with telephony and voice mail systems. Professional conducts in a customer facing operations center with good communications skills. Service Center operators must posses strict attention to detail when performing documentation operations and data entry tasks into service management and financial applications. After hours work may also be required to deploy services and make changes to services that cannot be interrupted during the day.

 

Deliverables for this project include:

1.

   

Become qualified to independently deliver and support telephony

service requests within established SLA in the first quarter (90

days)

2.

   

Become qualified to independently deliver and support voice mail

service requests within established SLA in the first quarter (90

days)

3.

   

Become qualified to independently perform data entry tasks into the

MOST system in the third quarter (270 days) and close (release) assigned work orders within established SLA.

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