Job Description

for Diagnostic Engineer Role: Diagnostic Engineer Experience: 5+ years Location: Hyderabad Essential Functions: \xe2\x80\xa2 Manages assigned trouble incidents to resolution of point of escalation \xe2\x80\xa2 Possesses general skills in VOIP related technologies, (to include, but not limited to, SIP, H.323, and Avaya IP Office product line) to be able to troubleshoot issues in a complex, Small to Medium business level environment \xe2\x80\xa2 Collaborates with consults with customers, vendors, and contractors to provide expert technical solutions in support of contracts in a fast pace and demanding environment \xe2\x80\xa2 Follows up with customer contacts to ensure satisfactory resolutions \xe2\x80\xa2 Reports findings, tracks progress, and documents customer communication within incident management system \xe2\x80\xa2 Manages workload in a manner that meets defined Service Level Objectives \xe2\x80\xa2 Develops positive working relationships with internal and external customers \xe2\x80\xa2 Manages positive customer satisfaction levels Required Qualifications: \xe2\x80\xa2 Bachelor\xe2\x80\x99s degree in telecommunications or equivalent related education and work experience \xe2\x80\xa2 5 years of experience supporting telecommunication hardware and software. \xe2\x80\xa2 Must possess strong computer skills and excellent working knowledge of general business applications including MS Work, Excel \xe2\x80\xa2 Must possess excellent oral and written communication skills in English \xe2\x80\xa2 Highly skilled in writing with details, accuracy, and consistency \xe2\x80\xa2 Strong analytical, interpersonal, and relationship building skills \xe2\x80\xa2 Superior skill in the use of the internet, e-mail applications, procurement/inventory systems, maintenance \xe2\x80\xa2 Strong work ethic and personal drive to excel \xe2\x80\xa2 Strong sense of urgency and commitment to get the job done \xe2\x80\xa2 Superior negotiation, coordination, and conflict resolution skills \xe2\x80\xa2 Ability to use (and learn new) complex systems, technologies, and applications \xe2\x80\xa2 Ability to adapt to change quickly and multi task \xe2\x80\xa2 Demonstrate high standards of conduct and ethics as well as appropriate judgement, independence, and discretion. Desired/Preferred qualifications: \xe2\x80\xa2 Industry certifications on telephony and associated technology solutions o ACIS Avaya IP Office Platform Implement o ACSS Avaya IP Office Platform Support \xe2\x80\xa2 Two years working experience in the managed services industry \xe2\x80\xa2 Multilingual o 5 years of experience supporting (Add specific technology here) \xe2\x80\xa2 Familiar with both voice and data equipment and technologie

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VOCO TECHNOLOGIES