MSC Collaboration Engineer III (Req #1393)

OpenKrill; United States; On-site; USD 110,000 - 150,000; Full time

Job summary

ePlus MSC is seeking a Tier 3 Collaboration Engineer to deliver 2nd/3rd level support for Cisco Collaboration products nationwide via phone, email, and remote access. You will troubleshoot enterprise systems including CUCM, CUC, UCCX, Jabber, endpoints, and voice gateways.

The role requires strong customer-facing communication and deep Cisco product knowledge. A willingness to be on-call 24/7 is expected, with compensation including base salary and benefits.

Qualifications

• Strong Cisco Collaboration knowledge and hands-on troubleshooting experience.
• Familiar with SIP/H.323, video, QoS, and routing/switching fundamentals.
• Willingness to be on-call 24/7 as needed.

Responsibilities

• Provide 2nd and 3rd level technical support for Cisco Collaboration products nationwide.
• Mentor other MSC engineers and assist in deployment of new technologies.
• Create and maintain technical documentation for issue resolution and best practices.
• Develop tools and processes to improve problem-solving speed for customers.

Skills

Cisco Collaboration

SIP & QoS

On-call readiness

CCNA Collaboration

CCNP Collaboration

CCIE Collaboration

Education

No specific degree required

Tools

WebEx Calling

WebEx Contact Center

Zoom Phone

Zoom Contact Center

Job description

Overview

As a Managed Service Center(MSC) Tier 3 Collaboration Engineer, you will provide ePlus MSC and clientele with second and third level technical support for hardware and software products on a national basis via phone, email, and remote access for Cisco Enterprise Collaboration portfolio infrastructure (CUCM, CUC, UCCX, Jabber, others), endpoints, and voice gateways. You also will troubleshoot & resolve device problems for MSC internal & external customers and collaborate with other MSC engineers to resolve issues.

Your Impact

The essential functions of this position include:

• Deliver technical support of Cisco Enterprise Collaboration System, in addition provide subject matter expertise on system integrations
• Mentor and assist in the management, testing, implementation, and deployment of new and existing technologies as it pertains to Cisco Collaboration products and similar technologies, whether you are migrating from an on-boarding phase or managing an active production in a Managed Service Customer environment
• Engage with the MSC Management team whenever possible to influence the quality and manageability of Technology Sector
• Ensure that technical documentation is made available and maintained to effectively troubleshoot customer issues
• Enhance or innovate more effective tools, automations, and processes that will assist the engineering community to more effectively solve customer problems in a shorter time period

Qualifications

• Adept at determining and delivering solutions with a high level of customer satisfaction
• Excellent or superior written, verbal, presentation, and interpersonal communication skills
• In-depth troubleshooting experience and practical knowledge of Cisco Collaboration infrastructure, endpoint, and gateway products
• Practical working knowledge and technical knowledge of SIP, H.323, Unix/Linux, AD/Exchange, Video, Unified Contact Center, Cisco QoS, and Routing/Switching
• Proven track record of successful planning, prioritization, and organizational skills
• Practical working knowledge of WebEx Calling and Contact Center. Zoom Phone and Contact Center.
• Active participation in after-hours escalation on a predetermined and scheduled basis
• CCNA Collaboration
• CCNP Collaboration (preferred)
• CCIE Voice or Collaboration (highly preferred)
• Substantial field implementation experience highly desired but not mandatory
• Willingness to be on call, 7x24x365 (less pre-approved exceptions) and attend to technical issues outside of normal business hours

Position Specific

The base salary range for this position at commencement of employment is expected to be between $110,000 and $150,000 annually; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including commissions and discretionary bonuses, in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. ePlus Benefits highlights can be viewed here.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Who We Are

At ePlus, we believe technology is a people business. Our team is passionate, skilled, and driven to deliver solutions that make a real difference. Join us and be part of a culture that values collaboration, innovation, and extraordinary results.

Corporate Values

• Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.
• Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.
• Work/life balance that supports our employees’ varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.
• Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.

Commitment to Diversity, Inclusion and Belonging

• We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.
• ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.

Physical Requirements

• While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.

By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.

ePlus maintains a California Consumer Privacy Act (CCPA) Privacy Notice on our Trust Center, available here: CCPA Privacy Notice.

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Notice to Recruiting Agencies

Notice to Recruiting Agencies: ePlus only accepts unsolicited resumes when presented directly by a candidate. Unsolicited resumes submitted to ePlus from any other source will be considered ePlus property and will not qualify for any placement or referral fees. ePlus will only pay such fees in connection with a valid written agreement between ePlus and the referring agency, and then only after providing advance written approval to the referring agency to submit resumes in connection with a particular opportunity.