MSC Collaboration Engineer III (Req #1393)

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 will also troubleshoot & resolve device problems for MSC internal and external customers and collaborate with other MSC engineers to resolve issues.

Responsibilities

• Deliver technical support of Cisco Enterprise Collaboration System and provide subject matter expertise on system integrations.
• Mentor and assist in the management, testing, implementation, and deployment of new and existing technologies as they pertain to Cisco Collaboration products and similar technologies, whether migrating from an on‑boarding phase or managing an active production in a Managed Service Customer environment.
• Engage with the MSC Management team whenever possible to influence the quality and manageability of the 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.

Qualifications

• 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