Black Box

Systems Engineer Sr

US

United States US

Search this Category


Job Description

Job Description
This position will act as single point of contact (SPOC) with customer and third party network vendors by resolving the issues and be an escalation point on technologies in scope; Ensure the deliverables are meeting the committed SLAs; Onsite /Offshore resource coordination for 24X7 support; Monitor and review the Support processes; Review the customer feedback and take corrective action; Facilitate project support for both existing and future projects in scope; Establish and manage policies, procedures and best practices for delivering manage network services; Monitors trouble ticket trends and other information relevant to resolving the issue
Candidate needs to be onsite in Merrillville Indiana
Job Responsibilities
• Perform problem analysis and provide recommendations for enhancements for Voice Network, Video Conferencing
• Perform gap analysis and implements steps for improving service quality
• Extend consulting and design support
• Monitor and manage SLA’s and service quality
• Conduct internal audits to check the compliance of the team.
• Voice networking experience and extensive knowledge in TDM
Profile
• Perform problem analysis and provide recommendations for enhancements for Voice Network, Video Conferencing
• Perform gap analysis and implements steps for improving service quality
• Extend consulting and design support
• Monitor and manage SLA’s and service quality
• Conduct internal audits to check the compliance of the team.
• Voice networking experience and extensive knowledge in TDM based voice infrastructure support.
• Good experience in Aspect contact center infrastructure deployment and management
• Good Knowledge on Audio, Video and and Cisco unified communication solutions (Call Managers, , VOIP, IP Telephony)
• Generate periodic reports with the help of the onsite and offshore team and validate the reports
• Troubleshooting the problems reported on the voice devices and providing Root cause analysis
• Provide active involvement in Meeting related to network change and install
• Contribute to internal knowledge management system
Qualifications
• Expert knowledge on TDM voice infrastructure Networking and inter related components
• Knowledge and experience on voice mail, blackberry, aspect and Avaya contact center systems infrastructure setup implementation and management
• Design and architecting skills - Efficient designing and planning of new technologies and driving the implementation.
• Expertise in Avaya PBX systems
• Good Knowledge of Nortel, Mitel PBXs would be added advantage
• Good knowledge on Cisco VoIP support
• Good Knowledge of Video conferencing
• Knowledge on Call routing, IVR and voice Performance management.
• Good knowledge on ITIL processes, process flows & definitions
• Experience in managing international customers and large resource base in onshore and offshore
• Good problem analysis, Negotiation, Communication and presentation skills
Secondary Skills
• Escalations and Vendor management handling skills
• Skills on Template creation , presentation and documentation
• Skills on Network management tools implementation
• Knowledge on Project management for assisting all Infrastructure Projects
Ideal Fit: Hands on experience on Voice technology products.( Avaya, Nortel and Cisco); Conferencing support; Cisco IP Telephony; Voice management tools; Telecom expense management; Voice and Contact center Network ; Voice Network (Avaya PBX, VOIP); IP Telephony and Unified Communication (Cisco); Management tools Expertise
Certifications: Avaya certified; ITIL Foundation Certified; CCVP Certification
About Us
Whats in it for You?
Joining Black Box means you’ll have the opportunity to work on exciting, highly visible projects with our customers. You’ll get to know large and small organizations across the world and work to deliver best in class IT solutions. You’ll be rewarded with a variety of experiences, development opportunities and exposure to some of the worlds most admired companies. In addition to these rewarding experiences, you’ll have access to our comprehensive Total Rewards Program. Our program continues to evolve to meet the needs of our dynamic workforce by providing a variety of benefits which are applicable and competitive for each country & region.
About Black Box
Black Box® is the trusted global solutions integrator and digital technology partner. With nearly 45 years of experience connecting people and devices, we are an organization of top technical professionals dedicated to delivering solutions and services that help organizations design, build, manage, and secure their communications and IT infrastructure and networks. Technologies include 5G/OnGo, connected buildings, digital workplace, multisite deployments, data centers, and IoT.
We also design and manufacture award-winning products for Pro AV, KVM, cabling, and networking known for their advanced functionality, flawless performance, outstanding reliability and fail-safe security. We deliver high-value technology services and products through our values, such as innovation, ownership, transparency, respect and open-mindedness combined with our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of AGC Networks.
Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, sexual identity, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs



Click here Report Job to report this job to our team.

Do you want the latest remote jobs?
Get the latest jobs straight to your inbox.
US United States
GB United Kingdom
CA Canada
Notify Me
Send
Please enter a valid email address
Success!
Your job notification has been set up
Check your mailbox to confirm your email address