MSC Collab Engineer III

ePlus Technology, inc.

8d•$110,000 - $150,000•Remote

About The Position

As 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. From strategy to fulfillment to managed services, our engineering-centric solutions enable our clients to realize what it means for technology to do more.

Requirements

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
Willingness to be on call, 7x24x365 (less pre-approved exceptions) and attend to technical issues outside of normal business hours

Nice To Haves

CCNP Collaboration (preferred)
CCIE Voice or Collaboration (highly preferred)
Substantial field implementation experience highly desired but not mandatory
Willingness to travel as needed (5%-10% travel per month may occasionally be required)

Responsibilities

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