Cisco Collaboration - L2 Engineer

Black Box Corporation; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

A leading tech solutions provider in Bengaluru seeks a technician to monitor and maintain Cisco unified communication systems. You will provide Level 2 remote support, maintain VoIP systems, and troubleshoot voice, video, and messaging issues. Strong knowledge of VoIP protocols, networking concepts, and Cisco products are essential. Certifications like CCNA Collaboration are preferred. Join an innovative environment committed to excellence.

Qualifications

• Basic experience troubleshooting telecommunications equipment and technologies including ISDN, T1 & E1.
• Strong understanding of voice protocols such as SIP, MGCP, SSCP, H.323, RTP, and RTCP.
• Strong understanding of networking concepts including TCP/IP, DNS, DHCP, and TFTP.
• Understanding of Cisco Collaboration products like CUCM and CUC.
• Proficiency with monitoring and troubleshooting tools.
• Preferred CCNA Collaboration or CCNP Voice certifications.

Responsibilities

• Monitor Cisco unified communication systems 24/7.
• Maintain VoIP systems ensuring high availability.
• Provide Level 2 remote technical support.
• Manage tickets and incidents via ITSM.
• Troubleshoot and resolve voice, video, and messaging system issues.
• Collaborate with Cisco TAC and vendors until resolution.
• Document configurations and changes to systems.

Skills

Troubleshooting telecommunications equipment

Voice protocols (SIP, MGCP, H.323)

Networking concepts (TCP/IP, DNS)

Cisco Collaboration products

Monitoring and troubleshooting tools

Cloud-based voice solutions

DNS

DHCP

TFTP

Monitoring with RTMT

Education

CCNA Collaboration or equivalent

CCNP Voice or equivalent

Tools

RTMT

Dialed Number Analyzer

IM&P

Voice Gateways

Expressway

RTMT

Dialed Number Analyzer

Job description

Responsibilities

• Monitor and maintain the health of Cisco unified communication systems 24/7 as part of a scheduled roster.
• 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, changes, and development requests via ITSM.
• Isolate problems and fix or elevate to the next level in a timely manner, ensuring continuous 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 of 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.