Cisco Collaboration - L2

Job Description

Primary Roles & Responsibilities: Manage, support, and troubleshoot Cisco Unified Communications products including Unified Communications Manager(CUCM), Unity Connection(CUC), IM & Presence(IMP), Contact Center Express(UCCX), and Expressway Clusters. Strong understanding and knowledge of Cisco voice gateways, CUBE, and other SBC's. 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 Proficiency with monitoring and troubleshooting tools like RTMT, Dialed Number Analyzer, Packet Capture tools etc. Knowledge of UCCX Scripting will be considered as an added advantage. Manage Tickets, incident, problem, change & development requests via ITSM Learn to understand the customer environment (technical and political) and when to escalate. Participate in the modification and continual improvement of the both the professional services project documentation and related processes. Assist remote technicians in troubleshooting whenever required. Work with Vendors and Telco's whenever required. Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products & services that Black Box supports. Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience. Perform other duties as assigned