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Senior Specialist Ucc Support

hace 3 meses

Ciudad de México Alcon A tiempo completo

Senior Specialist UCC Support (Cisco Webex and Voice)

Location: Mexico City

Job Description Summary

The Senior Specialist UCC Support is responsible for ensuring Alcon’s collaboration technologies in Video Conferencing (VC) and Internet Protocol Telephony (IPT) are managed and maintained as per organizational requirements. This will be achieved by acting as a key member in the Operations team and handling complex MACD (Move / Add / Change / Delete) processes. Working on joint and individual tasks, responsibilities include implementing and maintaining IPT systems, monitoring and troubleshooting of endpoints and keeping up with industry trends. The Senior Specialist UCC Support should be proficient with collaboration technology platforms such as Cisco WebEx, Cisco Unified Communication Manager (CUCM), Cisco Unity Connection and their cloud management portal WebEx Control Hub

Members of the Support team will ensure devices be placed into service to ensure alignment with existing processes and procedures. Using strong technical documentation writing and comprehension skills, the Senior Specialist UCC Support will confirm that processes fit the needs of the Alcon’s Global IT policies and best practices; successfully support in-life services, along with disseminating training and tools.

While not essential, being knowledge of ITSM tools will be an advantage, although training will be provided.

Job Responsibility:

- Working internally with Alcon partners to fully understand Business Requirements
- Contribute to global, scalable process and procedures
- Develop, test and create certification plans for Alcon’s IPT and VC collaboration tools
- Participate in User Acceptance Testing and Device MACD
- Work closely with Engineering Teams and 3rd Party Vendors such as Cisco TAC
- Setup new sites and endpoints
- ITSM/CMDB prior to certification (Service Now, Logic Monitor, Cisco Prime)
- Configuration and activation of devices and infrastructure as needed
- Decommission of retired sites and employee accounts
- Attend department meetings and trainings as needed
- Act as a mentor and escalation point for Resources
- Training activities as required
- All other related duties

Skills and Abilities:
Experience in Meeting Production, Helpdesk Support and ServiceNow are advantages, however training will be provided where required.
- Cisco Endpoints and Infrastructure (IX, MX series, WebEx Room Kits, TMS, VCS, CUCM, etc.)
- Intermediate/Advanced level in Word, Excel and Visio

**Education**:

- B.S. or B.A. in Information Systems, Business Administration, or related discipline or equivalent enterprise experience
- 3-5 years of experience in the videoconferencing and/or audio-visual industries
- Intermediate/Advanced skills in Microsoft Office Suite
- 3-5 years of experience with ITSM platforms (e.g ServiceNow)
- Analytical approach to problem solving
- Project management and technical writing experience are a plus

Work Hours:

- Work in hybrid model
- Prefer schedule Monday to Friday 11:30am - 8:30pm CST
- On Call as needed dependent on scheduling

KINDLY SUBMIT RESUME IN ENGLISH

Work Hours:

- Monday to Friday 11:30am - 8:30pm CST
- On Call as needed dependent on scheduling