Cisco Collaboration - L2 Engineer

Black Box; Bengaluru; On-site; INR 700,000 - 900,000; Full time

Job summary

Black Box in Bengaluru, India is seeking an experienced Cisco Unified Communications Engineer to monitor and maintain Cisco UC environments 24/7, support VoIP and collaboration systems, and provide Level 2 remote assistance.

The role requires coordinating with Cisco TAC, handling incidents via ITSM, and implementing changes to CUCM, CUC, IM&P, Gateways, and Expressway. CCNA Collaboration or CCNP Voice preferred for advanced levels.

Qualifications

• Provide Level 2 remote technical support for Cisco UC products and services.

Responsibilities

• Monitor and maintain Cisco UCS environments 24/7 as part of a roster.
• Maintain VoIP systems, ensuring high availability and optimized communication solutions.
• Provide Level 2 remote technical support for Cisco UC products and services to end users.
• Manage Tickets, incident, problem, change & development requests via ITSM.
• Isolate problems and fix or escalate to next level with timely updates.
• Collaborate with Cisco TAC and other vendors until resolution.
• Troubleshoot and resolve voice, video, and messaging system issues.
• Participate in change and release management activities including planning, testing, and implementing changes to Cisco UC environments.
• Document configurations, processes, and system changes.

Skills

Cisco UC

VoIP

SIP

MGCP

H.323

RTP/RTCP

CUCM

CUC

IM&P

Expressway

RTMT

DNS/DHCP/TCP-IP

ITSM

Change & Release Mgmt

CCNA Collaboration

CCNP Voice

Tools

Dialed Number Analyzer

CUCM Monitoring 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 timely 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.