Technology Support Engineer

Accenture in India; Hyderabad; Hybrid; INR 700,000 - 1,000,000; Full time

Job summary

Accenture in India is seeking a Technology Support Engineer to resolve incidents across Cisco UC&C environments, manage RFCs, and update knowledge bases for effective troubleshooting.

The role focuses on maintaining Cisco Voice PBX systems, UC&C infrastructure, and related tools, with a strong emphasis on incident resolution and cross-vendor collaboration.

Qualifications

• Must have 3+ years of experience in UC&C operations.
• Bachelor's degree in engineering required.
• CCNA/CCNP/CCNP Voice certifications beneficial.

Responsibilities

• Maintenance and administration of Cisco Voice PBX systems and day-to-day voice operations.
• Manage Cisco UC&C infrastructure including WebEx, Telepresence, and collaboration tools for multiple clients.
• Understand and troubleshoot CUBE/CUSP, SIP trunks, Expressways; provide L2/L3 support and incident management.
• Coordinate with vendors and drive process improvements; handle incidents and service requests.
• Contribute to project/capability initiatives and ongoing Cisco UC&C product management.

Skills

Unified Communication and Collab Ops

Education

Bachelor's degree in engineering

15 years full time education

Tools

Cisco UC&C

WebEx Meetings

WebEx Teams

CUC/Unity

Expressways

CUBE/CUSP

Video Endpoints

Job description

Job Description:

Project Role :

Technology Support Engineer

Project Role Description :

Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Must have skills :

Unified Communication and Collaboration Operations

Good to have skills :

NA

Minimum 3 Year(s) Of Experience Is Required

Educational Qualification :

15 years full time education

Key Responsibilities

• Maintenance administration of Cisco Voice PBX systems services Responsible for handling day-to-day Voice operations, requirements issues
• Managing & maintaining Cisco Unified communication and collaboration, WebEx, Telepresence Infrastructure for various clients.
• Understanding of CUBE / CUSP, SIP trunks, Expressways and troubleshooting issues.
• Provide L2 / L3 support for operational activities.
• Handling day to day Incidents and Service requests.
• Coordinating with vendors on process improvement areas and ensure to have those in place.
• Contributing and driving project / capability initiatives.

Technical Experience:

• Product/Solution knowledge – Cisco UC&C, WebEx Meetings, WebEx Teams, Cisco
• Meeting Server, CUC/Unity, Expressways, Voice gateways, CUBE/CUSP, Video Endpoints,
• Media Control Unit, E911 (Intrado).
• Technical knowledge and hands-on on Cisco UC&C environment.
• Implementation and ongoing management of the Cisco UC&C products.
• Understanding of ITIL processes.

Good To have:

• Exposure on UCCX.
• Understanding of Routing and Switching, Firewalls etc.

Professional Attribute

• Hands-on experience on one or more products mentioned above.
• Experience in managing UC&C environments.
• Good understanding of procedures, application and concepts within own subject area (and understanding them in the context of the business)
• Self-driven, target oriented.
• Excellent communication skills.
• Previous experience working with cross geography teams.
• Ready to work in shift

Education

Bachelor s degree in engineering preferred.

Certifications

CCNA / CCNP / CCNP Voice