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- First Response, End-to-End Incident Management:
- Answer ACD (Automatic Call Distribution) line and respond to web generated HelpSU tickets ; triage client and monitoring system reported problems; resolve identified problems using excellent customer service practices.
- Assess the extent of problems and take corrective action and initial response as specified in written procedures; work in a team with other Subject Matter Experts (SMEs) on more complex problems to SMEs and vendor remote technical assistance; act on behalf of SME or vendor technical representatives for “remote hands” operations as directed.
- Knowledge and expertise in the campus’ enterprise telephone systems (Cisco Call Manager, Nortel CS2100, Spectralink and Ascom wireless phones), the Diebold and Lenel door security systems, ACOM paging, Voxida voice recording, and SMARTS and Nagios monitoring.