UC L2 Engineer

Job Responsibilities/Essential Functions/Competencies

Review and validate understanding of customer environment requirements

Perform installation, configuration, maintenance, and troubleshooting of customer-managed hardware, software, and peripheral devices

Install, configure, and maintain customer Cisco UC/Contact Center environments

Monitor network performance and troubleshoot problem areas as needed

A self-starter that can work remotely or with little supervision

Provide peer reviews for engineering teams to ensure design compliance

Coach and mentor other engineers on best practices

Manage, configure, & troubleshoot components of Cisco Unified Collaboration technologies

Attend and lead customer-facing meetings/discussions

Assist peer engineers with related Managed Services technologies as skillset allows

Deliver consistently high levels of customer service 24/7/365 days a week (rotating 8-hour shifts)

Qualifications

Education

Bachelors degree or equivalent recent hands-on Cisco Unified Collaboration experience

Preferred Certifications (not mandatory)

CCNA

CCNP Collaboration

Work Experience

Qualified candidates will have 4+ years of hands-on Cisco UC experience, with recent experience in deployment, and implementation

Candidate must have configuration, and troubleshooting experience with the following:

o Cisco Unified Communications Manager

o Cisco Unity Connection

o Cisco IOS Voice Gateways

o Cisco Unified Border Element (CUBE)

o Cisco Emergency Responder (CER)

o Cisco Mobile and Remote Access (MRA)

o Cisco Instant Messaging & Presence (Jabber)

o Cisco Expressway C/E

o Cisco Meeting Server (CMS)

Cisco Unified Contact Center Express (UCCX) experience desired

Cisco Unified Contact Center Enterprise (UCCE/PCCE/WebexCCE) experience desired

Cisco partner post-sales consulting experience is strongly preferred

Advanced understanding of networking protocols

Experience initiating and working through OEM TAC cases

NOC or Managed Services experience a plus

Experience with ITIL protocols a plus

Ability to cross-train other Infrastructure team members

Able to conduct research into networking issues and products as required

Ability to present ideas in user-friendly language

Specialized Knowledge, Skills, and Abilities

Additional knowledge in the following areas

o Microsoft Office

o Microsoft Teams

o Well-rounded in various Network Technologies