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

QU5vdXRRMjYwTUZJdW5DVTloNjJHamp0RWc9PQ==
  • 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,

Similar Jobs

APSI Construction Management

Construction Administrator (CM-CA) Job at APSI Construction Management

 ...Role: Sr. Architect/Engineer (CM-SA/E)Project: CM Support Services, EHRM Infrastructure Upgrades, Tuscaloosa, ALClient: Veterans Affairs (VA)Location: Tuscaloosa VA Medical Center (VAMC), Tuscaloosa, ALDuration: 2 years ( Base + 1 option year)Start Date: June... 

Houston Classical

School Counselor (LPC), 2025-2026 Job at Houston Classical

 ...standards, and adhere to district safety protocols and emergency procedures Qualifications Masters degree in School Counseling, Psychology, or a related field (Required) Valid school counselor certification or license, as required by state regulations MUST be a... 

Menzies Aviation, plc

Cargo Agent Job at Menzies Aviation, plc

 ...an hour PTO, DENTAL, MEDICAL, VISION, 401 K Paid vacation Uniforms provided Paid Training Advancement Opportunities to Lead and Supervisor Key Responsibilities Examines manifest, bills of lading and air waybill to Agent, Cargo, Airline, Insurance Menzies Aviation, plc

Kaiser Permanente

*Health Care Ombudsman Mediator Specialist VI (KFHP/H) Job at Kaiser Permanente

Job Summary:The HealthCare Ombudsman/Mediator functions as a trained alternative dispute professional offering patients, family members, staff and providers a conflict management program to resolve patient/ provider health care disputes early and reducing the costs of... 

Bell & Associates, Inc.

Data Analyst Job at Bell & Associates, Inc.

 ...Data Analyst (Remote) 24-Month Contract Remote (U.S.-based preferred) Duration: 24-Month Contract $80k-$100k, depending on experience We are seeking a Data Analyst for a 24-month remote contract opportunity to support enterprise-level analytics initiatives...