Cisco Collaboration L2 Engineer
Black Box
Cisco Collaboration L2 Engineer
Black Box
End-to-end digital infrastructure and IT services
Monitor and maintain the health of Cisco unified communication systems 24/7 as part of a scheduled roster.
Maintaining VoIP systems, ensuring high availability and optimizing communication solutions.
Provide Level 2 remote technical support for all Cisco UC products and services to end users.
Manage Tickets, incident, problem, change & development requests via ITSM
Ability to isolate the problem and fix or escalate to the next level on timely manner and ensure timely updates..
Ability to work with Cisco TAC and other vendors / service providers until resolution.
Troubleshoot and resolve issues related to voice, video, and messaging systems.
Participate in regular meetings and discussions to review incidents, changes, and releases, providing insights and recommendations for improvement.
Perform change and release management activities, including planning, testing, and implementing changes to Cisco UC environments.
Basic experience troubleshooting telecommunications equipment and technologies including ISDN T1 & E1.
Document configurations, processes, and system changes.
Strong understanding and knowledge of voice protocols such as SIP, MGCP, SSCP, H.323, RTP, and RTCP
Strong understanding and knowledge of networking concepts such as TCP/IP, DNS, DHCP, and TFTP
Strong understanding and knowledge Cisco Collaboration products such as Cisco Unified Communications Manager (CUCM), Cisco Unity Connection(CUC), Cisco IM & Presence, Cisco Voice Gateways, and Cisco Expressway.
Proficiency with monitoring and troubleshooting tools like RTMT, Dialed Number Analyzer, etc.
Perform other duties as assigned
Familiarity with cloud-based voice solutions such as Microsoft Teams Voice, Webex, or Zoom Phone is a plus.
Certifications such as CCNA Collaboration, CCNP Voice, or equivalent are preferred.
Black Box provides digital infrastructure solutions for large enterprises and public-sector clients, designing, integrating, and managing IT environments. It offers services and products across networking, data centers, cybersecurity, unified communications, and digital workplace, along with consulting, project management, and managed services to design, deploy, and operate systems. The company differentiates itself as a vendor-agnostic integrator with a global delivery footprint, offering end-to-end capabilities from initial design to ongoing support. Its goal is to help organizations build scalable, reliable digital infrastructure across distributed locations to support modern operations.
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