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