Webex Service Administrator

Job description

Job Summary:

In our globalizing economy the availability of skills and expertise is becoming more and more distributed. Within the End User Technology Experience team we enable EY people to meet the increasing pace of business by delivering productivity and collaboration solutions.

 

 

The Webex Service Administrator - assists the Deputy Product Manager with their activities, focusing on a number of the following activities:  process new user account requests, perform license management, create and maintain service catalog content, field customer product questions and support contract compliance.  

 

Essential Functions of the Job

·  Administer Webex Accounts
·  Handle moves, adds and changes to webex user configuration
·  Assist in defining system global parameters and system default configurations
·  Handle escalated helpdesk tickets.
·  Train and mentor helpdesk staff.
·  Responding to interoffice technical support requests, providing technical consultation to all corporate helpdesk staff, users and general agents.
·  Troubleshooting various hardware, software, and user-related problems in a timely and responsive manner.
·  Run usage reports – ensure compliance with recording retention policies
·  Track and manage licenses and look for ways to optimize cost
·  Train end users on how to use the product,  answer how to questions from users

Knowledge and Skills Requirements:

 

·  Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or escalating issues using advanced oral and written English communication skills. 
·  Strong verbal and written skills including strong cross-cultural communication and the ability to draft effective communications
·  Ability to work with people in a variety of cultures, countries and time zones
·  Can work in multiple product areas
·  Passionate, committed and determined
·  Experience with Cisco Webex Application
·  Knowledge of configuration parameters of Cisco Webex Application
·  Excellent problem solving and analytical skills with the ability to implement solutions in a timely manner.
·  Must possess analytical/problem solving skills.
·  Ability to work remotely with external clients through a variety of remote access tools.
·  Must work well with IT groups, vendors and internal customers across EY’s global footprint
·  Highly proficient with the inner workings of the webex application

Other Requirements:

·  The role may also require the periodic allocation of additional time on the job to support multiple demands and escalating issues and some travel to support change,  or planned project activities.

Education:

·  Two-year college degree or equivalent experience.

 

 

Experience:

·  2+ years experience  support and administration of Cisco Webex