Cisco Collaboration L2

Black Box; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Black Box in Bengaluru, India seeks an experienced UC support engineer to monitor and maintain Cisco Unified Communications systems 24/7. You will provide Level 2 remote assistance for CUCM, CUC, IM&P, and related services, and handle incidents via ITSM with timely updates.

The role involves collaboration with Cisco TAC, change and release activities, and documentation of configurations. Certifications are preferred, and cloud voice familiarity is a plus.

Qualifications

• Experience with Cisco UC environments and remote support.
• Strong knowledge of VOIP protocols (SIP, H.323, MGCP).
• CCNA/CCNP Collaboration or equivalent certifications preferred.

Responsibilities

• Monitor Cisco UC health 24/7 as part of a roster.
• Maintain VoIP systems for high availability and optimized communications.

Skills

Cisco UC

SIP Protocols

H.323

CUCM

Voice Networks

Remote Support

Troubleshooting

Education

CCNA Collaboration

CCNP Collaboration

Tools

RTMT

Dialed Number Analyzer

Cisco Collaboration Tools

Job description

Job Description

• 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 elevate 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.