Application Support Specialist - Level 2
Fidelus Technologies - New York, NY

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Detailed Responsibilities:

Initiate technical assessment, troubleshooting and root-cause analysis for Fidelus developed applications and their integration within customer Cisco Unified Communications environments

Serve as a backup for level-1 application engineers in the following capacity when needed:
-Review and acknowledge issues as they are reported by the customer via e-mail and assess the impact and severity of issue(s) reported
-Field customer calls via an ACD customer service queue, collect detailed information from the client and assess the impact and severity of the issue(s) reported over the phone
-Create and accurately categorize Fidelus incidents base on e-mail(s) or client call(s)
-Review incidents opened and managed by level-1 application engineers and assume ownership when appropriate

Responsible for successfully managing customer expectations and maintain a constant line of communication with clients and internal teams to provide timely updates for outstanding incidents

Coordinate and facilitate remote support sessions with customers to collect additional details, logs or information

Serve as the primary point of contact for clients on reported issues under that engineer’s ownership

Demonstrate the ability to develop rapport with client management and maintain strong working relationships

Ensure all assigned incidents are current and updated according to SLA policy

Promote team spirit and work collaboratively to achieve team goals

Ability to handle complex problems effectively separating disparate issues and generating multiple solutions

Develop and maintain advanced/expert-level knowledge of supported applications and their integrations

Work closely with developers and quality assurance personnel to identify, document and test software features, functionality, caveats and/or defects


3-5 years of experience in supporting software products on Windows or web-based platforms

Knowledge of application installation, upgrades and troubleshooting including the Windows registry is highly desirable

Knowledge and experience administering Microsoft Windows clients (XP, Vista, 7) and/or servers (2003, 2008[R2])

Overall understanding of licensing for stand-alone and Web-based applications

Experience in dealing with Quality Assurance and/or software development a plus

Experience with or a working knowledge of the Cisco Unified Communications Suite including:
-Unified Communications Manager
-Unified Messaging
-Unified Contact Center Express
-Unified Presence
-User Endpoints (IP Phones, Video, Jabber IM, etc.)

Experience with VMware, virtualization and running applications in a virtualized or terminal environment a plush

Thorough understanding and experience with TCP/IP network management and/or troubleshooting

Relevant Certification(s):

Bachelor's degree preferred

Cisco CCENT/CCNA – required upon hire or to be completed within 6 months of hire date

Attain other Cisco or non-Cisco certifications and specializations, as discussed with management

Fidelus Technologies is a leading provider of Unified Communication and Collaboration (UCC) Solutions. Our dedicated approach to client service coupled with specialized technical expertise, a full service offering and 10 years of experience in enterprise class solutions has given us a unique understanding of how UCC solutions can be leveraged within an organization.

At Fidelus our employees are our most important asset and we cultivate a highly collaborative environment. The Fidelus team is committed to the highest level of customer service to guarantee 100% client satisfaction. These high levels of customer satisfaction are attributed to Fidelus' culture and the quality of our workforce.

Our culture is the foundation for everything we do here at Fidelus. As part of this we have the following 10 core values which every member of the Fidelus team is expected to reflect in their day-to-day business.

1. Wow with exceptional service

2. Foster teamwork & friendships through open & honest communication

3. Be passionate & make it happen

4. Strive for excellence

5. Be adventurous, creative & open minded

6. Embrace & drive change

7. Evolve through growth & learning

8. Be inclusive & leverage diversity

9. Be humble

10. Foster a fun environment

About this company
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Fidelus Technologies is a leader in Unified Communications professional services design, consulting & integration; offering flexible...