Unified Communications Support Engineer with core infrastructure, voice, and collaboration expertise will provide remote proactive and reactive support for clients. Engineer will be responsible for maintaining the client's Cisco Unified Communications solution including voice and video endpoints for multiple sites. Candidates should also be highly motivated, eager to learn new technologies, and able to effectively communicate ensuring superior customer service to maintain a strong customer relationship. Strong preference given to candidates with CCNP Collaboration certification.
Primary Duties and Responsibilities:
Maintain a working knowledge of emerging trends in the UC industry as a whole
Ability to understand IP Network Convergence and architect/articulate UC networks to facilitate successful transport of multiple types of UC applications
Ability to troubleshoot end-to-end networks for the deployment of UC
Upgrade new or existing system components in accordance with customer approved functional design requirements
Test and validate system functionality
Remotely monitor and manage high level video conferencing meetings
Work with the engineering team to assist in the implementation of voice, video, and data network solutions
Provide quality customer support and build client relationships
Troubleshoot system issues
Maintain tickets by assigned status; updates/follow-up required within specified SLA urgency.
Assemble reports/paperwork as required for recording customer interactions.
In coordination with CTAC Manager, translate best practices into Unified Collaboration/Telepresence Managed Services Offerings, strategies and procedures furthering TI business objectives.
Access remotely, and on-site where appropriate, the performance of managed services and on-site facilitation enhancing the value of TI service offerings.
Provide detailed evaluation and assessment of key customer systems to further long term customer relationships.
Respond to client requests for changes to video infrastructure configuration, such as default values for Telepresence Server / MCU layout, changes to firewall traversal, add users, update customized settings, phone books
Must have a current and active TS/SCI Clearance
Bachelor’s degree (or equivalent work experience) and minimum of 5+ years’ experience supporting IP based network equipment and/or software applications with a strong preference given to videoconferencing technology.
CCNA or CCNA Collaboration required
Required/Desired Knowledge, Experience and Skills:
5+ years of Cisco VoIP and IP Telephony troubleshooting experience
Experience with Cisco Telepresence systems including EX/DX endpoints, MX series, etc.
Experience with Cisco Unified Communications applications, including CallManager, CallManager Express, Unity, Unity Connection, Unity Express, Cisco Prime, IM&P, VCS, Expressway, TPS, TCS, Conductor and Contact Center Express
Experience with IP Telephony protocols, including SIP, H323, and MGCP
Experience with supporting and troubleshooting Quality of Service and Multicast
Experience with using and troubleshooting VMWare
Strong knowledge of IP protocols, Cisco IOS, switching/routing protocols and Firewall Traversal for H.323 and SIP video
Proficient in Microsoft Office products
Excellent communication skills
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, and diagram or schedule form.
Diversified is a World-Class Design and Integration Team for managed network solutions driven by Customer Satisfaction and Networking. •Diversified grew into one of the strongest, nationally recognized AV Design Integration Companies in media technologies because ours is an engineering-driven sales organization. Our goal is to form long-term meaningful relationships with our customers that sustain...s our growth through trust and accountability. •Whether that is with a: Fortune 500 customer, sports enterprise, government agency, financial institution, higher education, house of worship, digital media or broadcast media companies. •We have assembled one of the largest technical teams of subject matter experts in the industry across a broad range of technologies related to media. •We realize that we are here to listen to our customers and that we are providing a service in which every solution we design or implement should be customized to the unique needs of that customer. •In addition we have real depth in our project management, architectural coordination and logistical expertise supporting project implementation. •This gives our customers the confidence the job will get done as proposed and that the solution will be what they expected it to be. WE ARE DIVERSIFIED!