Cisco Collaboration - Incident Engineer Job at S2ssoft, North Las Vegas, NV

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  • S2ssoft
  • North Las Vegas, NV

Job Description

Incident Engineer Tier III responsibilities may include:

  • Manage issues by setting expectations and meeting or exceeding those expectations to achieve the highest level of customer satisfaction
  • Take ownership of complex incidents
  • Accept technical escalations from lower support tiers
  • Provide remote troubleshooting support and perform analysis in large complex networks with mixed media and protocols
  • Utilize complex lab setups to duplicate and solve problems and validate planned changes to software and hardware design
  • Support and collaborate with the crossfunctional teams to resolve major customer issues
  • Engage TAC / BU as required to resolve complex technical issues
  • Strive for continuous learning result orientated and teamwork
  • Develop expertise in specific areas (i.e. technology product)
  • Mentor colleagues and/or customers via presentations or documentation
  • Act as Subject Matter Expert for Collaboration technology
  • Create Methods of Procedure (MOP) and action plans for postsales projects
  • Perform ad hoc analyses and tasks as assigned
  • Submit complete and correct product defect reports in area of expertise
  • Provide systems/product training both internally and externally while contributing to Cisco intellectual property efforts
  • Act as a focal point for high impact large account incident resolution
  • Assist as needed with Change and Problem which could involve the planning approving and implementation of changes
  • Assist as needed with Problem Management which may include analyzing data for root cause analysis
  • Participate in daytime and night/weekend oncall rotation as required
  • Assist with design recommendations for the customer and engineering team as needed
  • Assist with deploying software in customer environments as needed
  • Assist with miscellaneous team management duties as needed

Required Skillsets:

  • In DepthKnowledge of Cisco IP telephony Network Infrastructure.
  • In DepthKnowledge of voice protocols SIP MGCP H.323 SCCP ISDN
  • Good understanding of various logs and traces from Collaboration products CUCM CUC CUCM IM&P gateways.
  • Expert level of understanding of the following Cisco Unified Communication Products:
    • CUCM
    • CUC
    • CUCM IM&P
    • SME
    • Expressways E/C VCS
    • Cisco Voice Gateways (ISR ASR Analog VG CUBEs SBC)
  • In DepthKnowledge of the following Cisco Unified Communication features / components:
    • Database replication
    • High Availability and redundancy
    • Clustering
    • EM / EMCC
    • MRA
    • ILS Clustering
    • Dialplans
    • Media (MTP XCODE CFB etc)
  • In DepthKnowledge of collaboration endpoints: IP Phones CIPC Jabber
  • Ability to troubleshoot complex collaboration solutions covering multiple products and features under time pressure and drive incidents towards resolution
  • Able to identify problems acquire ownership and deliver solutions at a high level of customer satisfaction.
  • Excellent written and verbal communication interpersonal and presentation skills.
  • Proven crisis management and leadership skills
  • Proven planning prioritization and organization skills
  • ITIL Foundation level knowledge
  • At least 5 years of experience working with Collaboration Solutions

Desired Skills

  • Preference for Cisco Certification: CCNP Collaboration CCIE Collaboration.
  • Other technology or product knowledge experience or certifications in the following areas are a plus: Security Routing Switching Programming skills (shell scripting python)
  • Preference for prior scripting python and/or Linux experience highly desired
  • Data Center technologies including storage virtualization (VMWare) and Ciscos Unified Computing System (UCS)
  • Understanding of Cloud and Automation technologies like Ansible OpenFlow NetFlow
  • Understanding of Webex Technologies like Webex Hybrid Webex Calling Webex Meeting Webex Teams

Job Tags

Remote job, Night shift, Weekend work,

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