Cisco UC Engineer — Incident & Support (Remote Possible)

ECLARO; Town of Sun Prairie (WI); On-site; USD 83,000 - 152,000; Full time

Benefits offered by this job

401k Retirement Savings Plan

Commuter Check Pre-tax Benefits

Medical, Dental & Vision Insurance

Job summary

ECLARO is seeking a Cisco Unified Communications Engineer to provide day-to-day operational support for its Cisco Collaboration environment in Sun Prairie, WI. The candidate will troubleshoot voice, collaboration, and endpoint issues, manage incidents in ServiceNow, and coordinate with internal teams and Cisco resources to resolve Sev 1 outages.

The role emphasizes hands-on operational support rather than architectural work, with potential after-hours involvement and a preference for local

Qualifications

• Strong hands-on experience supporting Cisco Unified Communications / Collaboration environments.
• Experience troubleshooting and resolving Cisco voice, collaboration, conferencing, and endpoint issues.
• Strong operational support and incident troubleshooting experience.
• Experience independently managing and resolving technical support tickets.
• Ability to troubleshoot critical production incidents and participate in or facilitate technical incident bridge calls.
• Ability to coordinate effectively with internal technical teams, vendors, and Cisco support resources.

Responsibilities

• Manage, update, troubleshoot, and resolve Cisco Collaboration‑related incident tickets within ServiceNow.
• Provide day‑to‑day operational support for Cisco Unified Communications and Collaboration environment.
• Troubleshoot voice, collaboration, conferencing, endpoint, and related connectivity issues.
• Provide technical assistance and troubleshooting support to end users and Company IT staff.
• Independently investigate technical issues and drive tickets through resolution or escalation.
• Coordinate incident bridge calls during Sev 1 incidents or outages.
• Engage Cisco and third‑party resources during escalations to expedite resolution.
• Open and manage Cisco TAC / support cases when appropriate.
• Document troubleshooting activities and resolutions in ServiceNow.
• Participate in scheduled after‑hours activities when required.

Skills

Cisco UC / Collaboration

ServiceNow ITSM

Incident management

Technical communication

Tools

CUCM

Cisco Unity Connection

Cisco Collaboration Endpoints

Cisco Contact Center

Job description

ECLARO is seeking a Cisco Unified Communications Engineer to provide day-to-day operational support for its Cisco Collaboration environment in Sun Prairie, WI. The candidate will troubleshoot voice, collaboration, and endpoint issues, manage incidents in ServiceNow, and coordinate with internal teams and Cisco resources to resolve Sev 1 outages.

The role emphasizes hands-on operational support rather than architectural work, with potential after-hours involvement and a preference for local