MSC Collab Engineer III (Req#1282)

About the role

As a Managed Service Center(MSC) Tier 3 Collaboration Engineer, you will provide ePlus MSC and clientele with second and third level technical support for hardware and software products on a national basis via phone, email, and remote access for Cisco Enterprise Collaboration portfolio infrastructure (CUCM, CUC, UCCX, Jabber, others), endpoints, and voice gateways. You also will troubleshoot & resolve device problems for MSC internal & external customers and collaborate with other MSC engineers to resolve issues. From strategy to fulfillment to managed services, our engineering-centric solutions enable our clients to realize what it means for technology to do more. At ePlus, we believe technology is a people business. Our team is passionate, skilled, and driven to deliver solutions that make a real difference. Join us and be part of a culture that values collaboration, innovation, and extraordinary results. Corporate Values Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect. Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers. Work/life balance that supports our employees' varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success. Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us. Commitment to Diversity, Inclusion and Belonging We are an equal opportunity employer that does not discrimina

Responsibilities

• The essential functions of this position include:
• Deliver technical support of Cisco Enterprise Collaboration System, in addition provide subject matter expertise on system integrations
• Engage with the MSC Management team whenever possible to influence the quality and manageability of Technology Sector
• Ensure that technical documentation is made available and maintained to effectively troubleshoot customer issues
• Enhance or innovate more effective tools, automations, and processes that will assist the engineering community to more effectively solve customer problems in a shorter time period

Requirements

• Adept at determining and delivering solutions with a high level of customer satisfaction
• Excellent or superior written, verbal, presentation, and interpersonal communication skills
• In-depth troubleshooting experience and practical knowledge of Cisco Collaboration infrastructure, endpoint, and gateway products
• Practical working knowledge and technical knowledge of SIP, H.323, Unix/Linux, AD/Exchange, Video, Unified Contact Center, Cisco QoS, and Routing/Switching
• Proven track record of successful planning, prioritization, and organizational skills
• Practical working knowledge of WebEx Calling and Contact Center. Zoom Phone and Contact Center.
• Active participation in after-hours escalation on a predetermined and scheduled basis
• CCNA Collaboration
• CCNP Collaboration (preferred)
• CCIE Voice or Collaboration (highly preferred)
• Substantial field implementation experience highly desired but not mandatory
• Willingness to be on call, 7x24x365 (less pre-approved exceptions) and attend to technical issues outside of normal business hours
• Willingness to travel as needed (5%-10% travel per month may occasionally be required)
• Position Specific
• #LI-AC1
• #IND1

Benefits

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at eplusinc? Share your experience