Cisco Tier2 Engineer Job in Netrix

Relevant Experience: Cisco CUCM, Unity, Customer Interaction Technical Strength: SIP, CUCM, Unity, CCX, CME, CUBE, Linux, Job Description Responsible for management and support of multiple Cisco UC and Open-Source PBX environments. Manage ticket queue for incidents and service requests for both platforms. See all assigned tickets through completion including analysis, root cause determination and on-going client follow-up. Responsibilities: Perform moves, adds and changes and support for both Cisco UC platforms and Open-Source UC Respond to customer/internal reported support tickets and system monitoring alert ticketing. Responsible for communicating with end-users regarding incident updates, phone calls and/or email notification. Sets end-user expectation regarding the type and timeliness of service to be provided. Properly document and log all tickets within ticketing system. Escalate tickets in a timely fashion if unable to resolve. Exhibit teamwork through personal responsibility, accountability, and collaboration Assisting internal infrastructure team when adding new servers /updating infrastructure / troubleshooting system wide issues Be available for maintenance windows after hours. Assists and/or consult with tiered support escalation members to achieve company defined Service Level Agreements Responsible for meeting individual and departmental metric goals with regards to incidents and UC support requests Must be able to work flexible hours (TBD) and Must be able to work on-call rotation with other team members. (TBD) Assist new clients with onboarding to their new services. Assist with Cisco delivery projects where and when needed from delivery engineers. Requirement - 3-5 years experience in Cisco UC environment Cisco Unified Communications products such as Call Manager, Unity Connection, IM and Presence, Expressway Edge and Core UCCX MRA\VPN Phones Cisco CUBE experience SIP Experience (Tracing / logging / troubleshooting) Understanding of H323 implementation and troubleshooting Familiar with LAN/WAN networking equipment and protocols Excellent verbal and written communication skills (English) Ability to effectively troubleshoot basic to advanced technical issues (logical and analytical skills) Ability to manage multiple tickets/issues simultaneously. Ambition/drive to learn new technologies or areas as needed for job requirements. Excellent customer service skills (external and internal clients/team members) Willing to learn and support our Open-Source UC platform.