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| Job Location | Kolkata |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | General / Other Software |
| EmploymentType | Full-time |
Job Opening Details back to list Reference Code: RRF004550 Job Title: L1 UCCE Engineer Category: Monitoring complete Cisco voice and 3rd party application systemo Will access the case management system ( Ticketing Tool ) continuously and monitor the queue for any request / issues registeredo First respond to the request / issue registered by accepting the case in the case management system(Ticketing Tool)o Participate in resolving incidents which are known errors and Service requests as per articles available in Knowledge base available.o The team will Perform first level of analysis on all technical issues and redirect the issues to L2 team in case the issues/requests are not in Knowledge base.o L1 Engineer to update case notes and keep everyone updated on progress of each ticketo Send periodic Email updates to customers/users on ticket statuso Escalate to Internal stakeholders and external stakeholders as per escalation matrix.o Track the incidents/requests and upon resolution of the issue, will ensure the Incident is updated on the case management system with all details Key Skills: Clear understanding of basic networking. Communication CCNA certification Location: MAL Required Experience: Min 2 yrs Positions: 1 Contact Person: Kathiresan Email ID: kathiresan@servion.com,
Keyskills :
cisco voiceknowledge basemanagement systemcase managementccnauccebasicemailaccessanalysisarticlesticketingmanagementmonitoringescalationcommunicationFAQKCS