
Cisco UC Voice – III
Inpiredge IT Solutions
Essential Functions:
Manages assigned trouble incidents to resolution
Possesses expert skills in VOIP related technologies, (to include, but not limited to, SIP, H.323,
virtualization and Cisco products) to be able to systematically troubleshoot issues in a complex,
enterprise level environment
Provides mentoring assistance to engineers with troubleshooting issues and development of
root cause analyses related to customer issues within areas of expertise
Assists and trains on installation of upgrades and patches, and recovery from backups, if
required, within areas of expertise
Assists engineers on configuration and review of packet capture, (such as Wireshark), to analyze
network level voice issues
Advises on escalations to manufacturers and resolution of those escalations to closure
Develops knowledgebase articles and information to assist in best practices within areas of
expertise
Develops and performs “How to” training sessions for other engineers
Provides solutions to a diverse range of complex problems
Builds and maintains the corporate customer service relationship
Provides leadership to client and the MSSC, and consistently exceed client expectations
Manages positive customer satisfaction levels
Required Qualifications:
Bachelor’s degree in Computer Information Systems, Accounting, or Business; candidates may
have a high school diploma with 5 years of experience in supporting the Cisco product lines in
a telecommunication environment or telecommunication organization
7+ years’ experience with advanced troubleshooting on one or more Enterprise level Cisco
communications products
Experience in VOIP technologies, (to include, but not limited to, SIP, H.323, virtualization and
Cisco products) and be able to systematically troubleshoot issues in a complex, enterprise level
VOIP environment
Strong analytical, interpersonal and relationship building skills
Strong work ethic and personal drive to excel
Exceptional organizational skills and attention to detail
Knowledge and exposure to Six Sigma, ITIL, CMM, Baldridge, Lean, or other best practice
frameworks
Ability to analyze complex information system data
Ability to use (and learn new) complex systems, technologies, and applications
Ability to adapt to change quickly and multi-task
Must possess excellent oral and written communication skills in English
Proficient in MS Office applications (Word, Excel, and PowerPoint)
Desired/Preferred Qualifications:
MSCA: Windows Server
MCSA:SQL
CCNP Collaboration
CCNA Voice
Soft skills:
Good communication skills (Written & Oral)
Flexible to work in the evening shifts
Individual and team player