Level 2 Cisco Collaboration Support Engineer

Description

The Managed Services Team at Fidelus specializes in advanced troubleshooting, maintenance, as well as proactive & reactive support for Cisco Network, Collaboration and Unified Communications environments of all sizes.

As a Cisco Collaboration Support Engineer (Level2) you will manage cases while you develop into an advanced Cisco Support Engineer, specializing in Cisco Collaboration and Networking technologies and supporting our clients who are world-class organizations. You will be client facing and take on complex issues allowing you to leverage your expertise to provide effective solutions to client challenges. You are willing to grow and learn and are prepared to take advantage of our training resources, study, expand and apply their technology skillset.

If you’re cool under pressure, infinitely customer service focused and interested in applying that expertise in a fast paced environment we want to talk to you!

This position is based in Ghana

Shift: 3:00 PM - 11:00 PM Eastern Standard Time, Monday - Friday

Requirements

• Responsible for Event, Incident and Change and Release Management within a Managed Service environment.
• Perform in-depth troubleshooting and fault remediation on Cisco Collaboration and Networking issues.

• Perform Case Management and maintain up to date documentation on assigned open issues.

• Perform vendor escalation and work with Level 1 and Level 3 Engineers to resolve technical issues.

Qualifications:

• Two - three years of experience providing support for Cisco Unified Communications and Collaboration technologies.
  
• Demonstrated understanding and comfort level with fundamental Cisco Unified Communications and Collaboration technologies, concepts, platforms, and upgrade processes including:Cisco Call Manager – Understanding of dial-plan and call flow, partitions and CSS, media resources, and user management.
  Cisco Collaboration Endpoints – Management of SCCP and SIP phones, conference stations and video endpointsCisco IM & Presence – Jabber problem reports, presence user assignments, basic troubleshooting of Jabber logins etc.Cisco Unity Connection – User management and provisioning, configure notifications, understanding of call routing to Unity.Cisco Contact Center Express – Understanding of call routing to/from UCCX, Finesse features, Finesse agent provisioning.Cisco Digital and Analog Voice Gateways – Enabling and gathering of debugs and call statistics, IOS upgrades.Cisco Unified Border Element – Basic knowledge of CUBE functionality and call routing capabilities.Cisco Mobile Remote Access – Basic knowledge of MRA registration – platforms involved, functionality, log gathering.
• Cisco Call Manager – Understanding of dial-plan and call flow, partitions and CSS, media resources, and user management.
  
• Cisco Collaboration Endpoints – Management of SCCP and SIP phones, conference stations and video endpoints
• Cisco IM & Presence – Jabber problem reports, presence user assignments, basic troubleshooting of Jabber logins etc.
• Cisco Unity Connection – User management and provisioning, configure notifications, understanding of call routing to Unity.
• Cisco Contact Center Express – Understanding of call routing to/from UCCX, Finesse features, Finesse agent provisioning.
• Cisco Digital and Analog Voice Gateways – Enabling and gathering of debugs and call statistics, IOS upgrades.
• Cisco Unified Border Element – Basic knowledge of CUBE functionality and call routing capabilities.
• Cisco Mobile Remote Access – Basic knowledge of MRA registration – platforms involved, functionality, log gathering.
• All applicants will be required to demonstrate proficiency in and maintain a valid certification for a Cisco Certified Networking Associate (CCNA) level or higher discipline in Network or Collaboration.
• Prior implementation experience is a plus.
• Prior experience working in a TAC environment is desirable.

Benefits

We offer Medical, Dental, Vision, Short Term Disability, Long Term Disability, Paid Time Off, Personal Leave, Holidays, 401(k) plan with company match and work/life balance.

Fidelus Technologies is proud to be an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

***WE ARE UNABLE TO SPONSOR ANYONE AT THIS TIME***