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

• Bachelor’s 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