• Cisco VoIP experience (phone configuration, dial plan, CUCM, CER, Unity Connection, etc)
  • Ensure incident tickets are attended to in a timely manner, escalated as appropriate, and closed with proper documentation.
  • Perform end-user Moves, Adds, Changes, and Deletes within the UC environment.
  • Experience with VoIP, inbound, and outbound voice networks, experience with network protocols and circuit provisioning and standards, understanding of LAN protocols.
  • Proven ability to plan, investigate, design, and implement voice networks.
  • Ability to effectively interact with customers to discuss needs and provide solutions.
  • Participate on project teams with engineers, project managers, and technical staff.
  • Troubleshoot end-user and system issues in the Cisco UC environment.
  • Familiarity with VoIP troubleshooting methods utilizing tools, such as Cisco RTMT or Wireshark
  • Analyze and monitor Call Quality and Voice issues
  • Strong Customer Service skills
  • Strong Troubleshooting Capabilities
  • Strong analytical and problem-solving abilities
  • Previous experience with ServiceNow or similar ticketing systems is helpful

Additional Requirements:

  • Ability to obtain and maintain a Public Trust – Moderate Risk security clearance


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