Position: Collab Engineer
Tier 2 Managed Services Support Engineer with Cisco Voice and Collaboration core infrastructure expertise will provide remote proactive and reactive support for clients. Engineer will be responsible for maintaining the client’s Cisco Unified Communications solution including voice and video endpoints for multiple sites.
Duties and Responsibilities:
✓ Maintain a working knowledge of emerging trends in the UC industry as a whole.
✓ Ability to understand IP Network Convergence and architect/articulate UC networks to facilitate successful transport of multiple types of UC applications.
✓ Ability to troubleshoot end-to-end networks for the deployment of UC.
✓ Upgrade new or existing system components in accordance with customer approved functional design requirements.
✓ Test and validate system functionality.
✓ Remotely monitor and manage high level video conferencing meetings.
✓Work with the engineering team to assist in the implementation of voice, video, and data network solutions.
✓ Provide quality customer support and build client relationships.
✓ Troubleshoot system issues.
✓ Maintain tickets by assigned status; updates/follow-up required within specified SLA urgency..
✓ Assemble reports/paperwork as required for recording customer interactions.
✓ Translate best practices into Unified Collaboration/Telepresence Managed Services Offerings, strategies and procedures .
✓ Access remotely, where appropriate, the performance of managed services and on-site facilitation .
✓ Provide detailed evaluation and assessment of key customer systems to further long term customer relationships.
✓ Respond to client requests for changes to video infrastructure configuration, such as default values for Telepresence Server / MCU layout, changes to firewall traversal, add users, update customized settings, phone books.
✓Bachelor’s degree (or equivalent work experience) and minimum of 5+ years’ experience supporting IP based network equipment and/or software applications with a strong preference given to videoconferencing technology.
✓CCNA or CCNA Collaboration
✓5+ years of Cisco VoIP and IP Telephony troubleshooting experience
✓Experience with Cisco Unified Communications applications, including Call Manager, Call Manager Express, Unity, Unity Connection, Unity Express, Cisco Prime, IM&P, VCS, Expressway, TPS, TCS, Conductor and Contact Center Express
✓Experience with IP Telephony protocols, including SIP, H323, and MGCP
✓Experience with supporting and troubleshooting Quality of Service and Multicast
✓Experience with using and troubleshooting VMWare
✓Strong knowledge of IP protocols, Cisco IOS, switching/routing protocols and Firewall Traversal for H.323 and SIP video
✓Proficient in Microsoft Office products
✓Excellent communication skills
✓Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
✓Ability to write routine reports and correspondence.
✓Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
✓Ability to interpret a variety of instructions furnished in written, oral, and diagram or schedule form.
Must have excellent English communication.
If you are interested and meet the requirement of this job, please fill out the following form:
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