Monitor and maintain the health of Cisco unified communication systems 24/7 as part of a scheduled roster.
Maintaining VoIP systems, ensuring high availability and optimizing communication solutions.
Provide Level 2 remote technical support for all Cisco UC products and services to end users.
Manage Tickets, incident, problem, change & development requests via ITSM
Ability to isolate the problem and fix or escalate to the next level on timely manner and ensure timely updates..
Ability to work with Cisco TAC and other vendors / service providers until resolution.
Troubleshoot and resolve issues related to voice, video, and messaging systems.
Participate in regular meetings and discussions to review incidents, changes, and releases, providing insights and recommendations for improvement.
Perform change and release management activities, including planning, testing, and implementing changes to Cisco UC environments.
Basic experience troubleshooting telecommunications equipment and technologies including ISDN T1 & E1.
Document configurations, processes, and system changes.
Strong understanding and knowledge of voice protocols such as SIP, MGCP, SSCP, H.323, RTP, and RTCP
Strong understanding and knowledge of networking concepts such as TCP/IP, DNS, DHCP, and TFTP
Strong understanding and knowledge Cisco Collaboration products such as Cisco Unified Communications Manager (CUCM), Cisco Unity Connection(CUC), Cisco IM & Presence, Cisco Voice Gateways, and Cisco Expressway.
Proficiency with monitoring and troubleshooting tools like RTMT, Dialed Number Analyzer, etc.
Perform other duties as assigned
Familiarity with cloud-based voice solutions such as Microsoft Teams Voice, Webex, or Zoom Phone is a plus.
Certifications such as CCNA Collaboration, CCNP Voice, or equivalent are preferred.
Skills Required
- Availability to monitor and maintain Cisco unified communications systems 24/7 as part of a scheduled roster
- Level 2 remote technical support experience for Cisco unified communications products and services
- Experience managing tickets, incidents, problems, changes, and development requests through ITSM
- Ability to isolate, troubleshoot, resolve, or appropriately escalate technical issues in a timely manner
- Experience troubleshooting voice, video, and messaging systems
- Experience with change and release management, including planning, testing, and implementation
- Basic experience troubleshooting telecommunications equipment, including ISDN T1 and E1
- Strong knowledge of voice protocols including SIP, MGCP, SCCP, H.323, RTP, and RTCP
- Strong knowledge of networking concepts including TCP/IP, DNS, DHCP, and TFTP
- Strong knowledge of Cisco CUCM, CUC, IM & Presence, Voice Gateways, and Expressway
- Proficiency with RTMT, Dialed Number Analyzer, and related monitoring and troubleshooting tools
- Ability to work with Cisco TAC, vendors, and service providers through issue resolution
- Familiarity with Microsoft Teams Voice, Webex, or Zoom Phone
- CCNA Collaboration, CCNP Voice, or equivalent certification
Black Box Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Black Box and has not been reviewed or approved by Black Box.
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Healthcare Strength — Healthcare coverage is described as comprehensive, spanning medical and prescription drug coverage plus dental and vision plan options. Life and disability protections are also included, along with EAP and emergency travel assistance.
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Leave & Time Off Breadth — Time-off offerings are described as broad, including paid time off, company holidays, floating holidays, and multiple leave types such as jury duty and bereavement leave. Paid time off and benefits are also characterized as “good” in at least one recent account.
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Retirement Support — Retirement and tax-advantaged savings options include a 401(k), FSAs, and an HSA with company contributions. A company match is also cited in one instance, suggesting some employer support for retirement saving.
Black Box Insights
What We Do
Black Box is a global digital infrastructure integrator delivering network and system integration services and solutions, support services, and technology products to businesses in the United States, Europe, India, Asia Pacific, the Middle East, and Latin America and has around 4,000 professionals globally. Black Box has strong service offerings in network integration, digital connectivity infrastructure, data center build-out, modern workplace, and cybersecurity for businesses across various industries including financial services, technology, healthcare, retail, public services like airports; manufacturing, and other sectors.
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