Collaboration Engineer

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.

From strategy to fulfillment to managed services, our engineering-centric solutions enable our clients to realize what it means for technology to do more.

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)