Job Title : Technical Support Engineer - Network IP Telephony

Certification :Cisco Certified Network Associate (CCNA)

CompTIA Network+

CCNP Voice certification

Cisco Certified Design Associate (CCDA)

Experience : 6+

Responsibilities :

• Ensure high availability and reliable performance of the Network & IP Telephony environment.
• Design and implement IP telephony solutions, including voice mail, call routing, and conferencing.
• Configure Cisco IP phones, Call Manager, and other related components.
• Troubleshoot and resolve IP telephony issues.
• Maintain and optimize IP telephony infrastructure.
• Integrate IP telephony systems with other network infrastructure components, such as routers, switches, and firewalls.
• Ensure seamless interoperability between voice and data networks.
• Implement security measures to protect the IP telephony infrastructure from unauthorized access and threats.
• Configure security features such as firewall rules and access control lists.
• Diagnose and resolve complex IP telephony issues.
• Utilize troubleshooting tools to identify and fix problems.
• Maintain detailed documentation of network configurations and procedures.
• Create and update knowledge base articles.
• Managing CUCM Daily issues related to IP telephony.
• UCCX scripting and support.
• Cisco Jabber support (Expressway).
• Teams Admin portal management and configuration.
• Troubleshooting issues on SIP/ PRI lines.
• Cisco unity connection support
• Imagicle call recording, Billing support.
• Managing and support related to Critical call center and toll free.
• Day to day task on Cisco IM and Presence.
• Managing of cisco UCS severs.
• Coordinating with IT Helpdesk for troubleshooting Telephony issues.
• Maintaining backup, overall health of system.
• Port security and switching support on Cisco and Huawei.
• Management of Network devices like Router, Switches, Local Area Network Devices, Wireless Devices, Unified Communication devices, Firewalls, Load Balancers, WAF, NAC, etc.
• Excellent problem-solving and analytical skills
• Strong communication and collaboration skills
• Ability to work independently and as part of a team. 

Mandatory Skills :

·        Strong understanding of IP telephony protocols (SIP, H.323, RTP, etc.)

·        Experience with Cisco Call Manager, Unity Connection, and IP phones

·        Knowledge of network protocols (TCP/IP, UDP, DNS, DHCP)

·        Experience with VoIP network design and implementation

·        Troubleshooting and problem-solving skills

·        Strong communication and interpersonal skills