OverviewAs 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.
Your ImpactThe 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)
- Substantial field implementation experience highly desired but not mandatory
- Willingness to be on call, 7x24x365 (less pre-approved exceptions) and attend to technical issues outside of normal business hours
Position SpecificThe base salary range for this position at commencement of employment is expected to be between $110,000 and $150,000 annually; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including commissions and discretionary bonuses, in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. ePlus Benefits highlights can be viewed here.
If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
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