TCP/IP Cisco Router Help Desk Help Desk Environment Excellent Communication Skills   Requirement id 103072 Job title Consultant Job location in Durham, NC Skills required ASR Database, CCNP Certification, TCP/IP, Cisco Router Help Desk Help Desk Environ Open Date 05-Feb-2020 Close Date Job type Contract Duration 12 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Consultant: ASR Database, CCNP Certification, TCP/IP, Cisco Router Help Desk Help Desk Environ Description: Routing and Switch CCNP Certification, practical, hands on experience Experience with Cisco Catalyst 3K, 6K, 9K devices Experience with ASRs and ISRs Experience with Spanning Tree, DHCP, TCP/IP, Routing Protocols (OSPF, RIP, EIGRP, BGP), QoS, Multicast, MPLS, VLAN and VTP, Etherchannel, VSS, SPAN / RSPAN Proficient with case escalation handling in a technical contact center Ability to diagnose and identify technical issues in regards to escalations for T3 engineers Perform RCA on cases, technical issues Strong Analytical and troubleshooting skills in large enterprise environments with Routing/Switching across Cisco platforms Training Skills: Developed content and delivery of technical content specifically around R+S Develop meaningful assessment criteria Identify skill/trainings gaps and develop content/delivery to address skill gaps Ability to mentor and develop technical teams Create learning environments in technical labs (creating Labs in a Box) Customer Service Skills Ability to motivate engineers/agents to perform to metrics Ability to coach and develop technical staff to provide service excellence Foster the environment of Customer Excellence Case Management/ Managing Customer Service Teams Managing queue and reporting on case metrics Managing technical team to case metric goals Tracking and monitoring SLAs, identifying opportunities for improvement to ensure engineers meet and exceed SLAs Perform Quality Control on case health ensuring proper customer engagement Managing case backlog General Providing weekly/monthly/quarterly status reports Understanding complex and matrixed environments Excellent communication skills Ability to work with end users of various technical skills and backgrounds Years of Experience: 7 to 10 years of progressive experience working in a technical support or help desk environment preferably in a large enterprise environment CCNP Certification Experience in a service delivery model   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 103072 while calling.   Other jobs in NC: Chapel Hill (2), Charlotte (58), Dix Campus (1), Greensboro (3), Morrisville (2), North Charlotte (2), Raleigh (96), St Raleigh (2), Winston Salem (3),         (Consultant: ASR Database, CCNP Certification, TCP/IP, Cisco Router Help Desk Help Desk Environ in Durham, NC)

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