Cisco Helpdesk - Service Desk Analyst

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
As a member of our Managed Services Support Engineering team, you will be working with our enterprise level clients, providing support services in Cisco Unified Communications and Contact Center solutions.     

What You'll Be Doing

• Working with our enterprise level clients providing troubleshooting of primarily Cisco UCCE solutions involving the Unified Contact Center Enterprise product suite.
• Utilizing your knowledge and experience with problem resolution of LAN/WAN, Windows 2000/2003 Server, Linux, Cisco VOS and Citrix.
• Troubleshooting Client connectivity via remote access tools.
• Providing desktop and server application support.
• Supporting Contact Center related technology (ACD / CTI / IVR).

What You Bring to the Role

• 1-2 years of 1st level support or service desk experience supporting a telecom/ACD/contact center solutions environment.
• Technology related college degree or 1-2 years of related work experience.
• Hands on experience with client connectivity / remote access tools and Basic Move, Add, Change experience.
• Background in Microsoft technologies.
• Experience providing support in a Contact Center environment (ACD / CTI / IVR).
• Ability to work 5 x 8 hour shifts which may include nights and weekends.
• Client support / customer service experience.
• CCNA Certified is preferred.

What You Can Expect

• The anticipated range for individuals expressing interest in this position is $50,000 to $55,000. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.  
• Benefits available to eligible employees include the following: Medical, dental, vision, tax-advantaged health care accounts, financial and income protection benefits, paid time off (PTO) and wellness time off.

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About UsTTEC Digital, and our 1,700+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). TTEC Engage is a 60,000+ employee service company, with customers in more than 80 countries. Together, we utilize a holistic approach, applying solutions from two centers of excellence, Engage and Digital. TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity. Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
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