Cisco Collaboration L2

Monitor and maintain the health of Cisco unified communication systems 24/7 as part of a scheduled roster.

Maintaining VoIP systems, ensuring high availability and optimizing communication solutions.

Provide Level 2 remote technical support for all Cisco UC products and services to end users.

Manage Tickets, incident, problem, change & development requests via ITSM

Ability to isolate the problem and fix or escalate to the next level on timely manner and ensure timely updates..

Ability to work with Cisco TAC and other vendors / service providers until resolution.

Troubleshoot and resolve issues related to voice, video, and messaging systems.

Participate in regular meetings and discussions to review incidents, changes, and releases, providing insights and recommendations for improvement.

Perform change and release management activities, including planning, testing, and implementing changes to Cisco UC environments.

Basic experience troubleshooting telecommunications equipment and technologies including ISDN T1 & E1.

Document configurations, processes, and system changes.

Strong understanding and knowledge of voice protocols such as SIP, MGCP, SSCP, H.323, RTP, and RTCP

Strong understanding and knowledge of networking concepts such as TCP/IP, DNS, DHCP, and TFTP

Strong understanding and knowledge Cisco Collaboration products such as Cisco Unified Communications Manager (CUCM), Cisco Unity Connection(CUC), Cisco IM & Presence, Cisco Voice Gateways, and Cisco Expressway.

Proficiency with monitoring and troubleshooting tools like RTMT, Dialed Number Analyzer, etc.

Perform other duties as assigned

Familiarity with cloud-based voice solutions such as Microsoft Teams Voice, Webex, or Zoom Phone is a plus.

Certifications such as CCNA Collaboration, CCNP Voice, or equivalent are preferred.