Cisco Collaboration L2 Engineer

Black Box Corporation; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Job summary

A prominent telecommunications company in Bengaluru is seeking a technician to monitor and maintain Cisco unified communication systems. Responsibilities include providing Level 2 technical support and troubleshooting VoIP systems to ensure service availability. The ideal candidate should have strong knowledge of voice protocols and networking concepts, and certifications like CCNA Collaboration or CCNP Voice are preferred. This role operates in a demanding environment providing 24/7 support.

Qualifications

• Basic experience troubleshooting telecommunications equipment including ISDN T1 & E1.
• Strong understanding of voice protocols like SIP and H.323.
• Knowledge of TCP/IP, DNS, DHCP, and TFTP networking concepts.
• Familiar with Cisco UC products such as CUCM and CUC.

Responsibilities

• Monitor Cisco unified communication systems 24/7.
• Maintain VoIP systems, ensuring high availability.
• Provide Level 2 remote technical support for Cisco UC products.
• Manage Tickets, incidents, and change requests via ITSM.
• Troubleshoot and resolve issues related to voice, video systems.

Skills

Basic troubleshooting of telecommunications equipment

Understanding of voice protocols (SIP, MGCP, etc.)

Knowledge of networking concepts (TCP/IP, DNS, etc.)

Expertise in Cisco Collaboration products

Proficiency with monitoring tools

Familiarity with cloud-based voice solutions

Education

CCNA Collaboration or CCNP Voice certifications

Tools

RTMT

Dialed Number Analyzer

Job description

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

Responsibilities

• Maintain 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, incidents, problems, change & development requests via ITSM.
• Isolate problems and fix or elevate to the next level in a timely manner and ensure timely updates.
• 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.
• Document configurations, processes, and system changes.
• Perform other duties as assigned.

Qualifications

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