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Voice and Cisco Collaboration Technical Support Specialist
On-siteNot specifiedIT Support
Join a business technical support center providing troubleshooting, monitoring, and customer assistance for Cisco Voice and Collaboration environments in cloud and on-premise deployments. The role includes shift work and on-call duties.
Responsibilities
- Resolve complex technical incidents involving Cisco Voice and Collaboration systems.
- Monitor and support customer environments across cloud and on-premise deployments.
- Analyze communication protocols and call flows using diagnostic tools.
- Manage technical escalations and provide support to business customers.
- Work rotating shifts and participate in on-call coverage.
Requirements
- Proven hands-on experience with Cisco Unified Communications Manager (CUCM/CallManager) is required.
- Experience with Cisco Expressway (C&E), Webex Calling, and other Collaboration products.
- Experience analyzing communication and call-signaling protocols, including SIP and SDP, using diagnostic tools such as RTMT and Wireshark.
- Familiarity with endpoint equipment, IP telephony, ISR routers, and Voice Gateways.
- Ability to work under pressure, manage escalations, and provide high-quality service to enterprise customers.
Nice to have
- Previous experience in a business technical support center at Tier 2 or Tier 3 level.