UC Engineer

Responsibilities

• Understand & familiarize with the process, practices and ITSM platform related to Support Operations
• Man Ticketing Platform and Support Email during office hours, gather relevant information from customer during initial call.
• Ensure that all correspondence with customers is performed in a prompt and courteous manner.
• Take ownership/leadership during remediation and troubleshooting sessions. Provide remediation direction, insight and/or recommendations to drive resolution.
• Identify opportunities for expanding the use case, features, and functionalities of the existing system
• Stay updated with the industry trends, new product and services, security issues, and any other information related to the UC system
• Develop and maintain user guides, technical guides, project plans and any other system related documentation for respective system.
• Support for 3rd party integration (Verint, Nexlab, Efax, SMS Gateway, Calabrio, etc..) with the Cisco Systems.
• Adhere to the design, programming, and application standards as setup by the company. Including compliance with all firm and departmental policies and procedures
• Maintain detailed knowledge (and be sensitive) of clients' environments, where applicable, by maintaining and updating relevant documentation.
• Perform onsite/remote site surveys and/or inventory audit for selected customers.
• Responsible for opening and closing of support tickets when applicable and providing timely updates to user for support cases that has been allocated to you
• Work closely with various team of engineers (internal & external) for troubleshooting.

Requirements

• Experience Managing & Troubleshooting UC & Contact Centre Solutions
• Experience working with CUCM, Unity Connection, Cisco IMP, Jabber, Expressways, UCCX, CMS, Webex CC, UCCE & PCCE is a must
• Knowledge of Cisco Telepresence (Endpoints, VCS, MCU, TMS, TCS, etc and VC endpoints (MX, DX, SX, Webex Boards, Room Kit)
• Knowledge of handling wireless endpoint (Cisco Wireless Phone 8821, 840, 860)
• Strong knowledge of DNS, TFTP, DHCP including end to end integration with Unified Communications Platform
• Knowledge in SSL Certificate regeneration, renewal and certificate lifecycle management.
• Experience working with Cisco Voice Gateways (ISR G2 / 4K), CUBE
• Experience working with MGCP, H.323 and SIP implementation within voice network
• Experience in troubleshooting Voice routing and call quality issues.
• Deep knowledge for Advanced CUCM Dial Plan
• Experience of 3rd part application integration with CUCM.
• Knowledge of advanced Cisco voice troubleshooting and resolution.
• Knowledge of Voice recording system (AQM/Calabrio/Verint etc)
• Graduates in relevant fields of studies (IT, Infocomm, Comp Science, Etc..)
• Candidates with the relevant certificates (eg. CCNP/CCIE Collab) are preferred.
• Looking for candidates will a strong interest/passion to learn and grow in the technology space.
• Candidate should be customer oriented and able to communicate in a clear and concise manner.
• Candidates should be willing to perform after office hours activities and standby duties
• Interested applicants please submit your application with your expected salary and notice period to be considered for the role.
• We regret that only shortlisted candidates will be notified.
• Logicalis is committed to protecting your privacy.
• Click below to view the data protection notice.
• https://ap.logicalis.com/sites/default/files/2022-10/PIMS-A7.3-01%20Attachment%20I%20DP%20Notice%20for%20Job%20Applicants_updated9sept22.pdf

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