FourNet is seeking a CISCO Voice and Collaboration Engineer, to provide first class support and implementation services to the FourNet base.

This role focuses on Cisco UC, CUCM, Webex, collaboration, contact centre adjacency, voice routing and customer-facing voice services.

Scope of Responsibilities

1. Manage day to day tickets including Incident Management, Service Request Management and Problem Management
2. Perform system analysis and integration with authentication and identity services.
3. Act as escalation point for all complex and high priority customer incidents related to Cisco Services
4. Provide On call Support on a 1 in 4 basis
5. Provide onsite and remote support as needed.
6. Collaborate with Cisco & FourNet Suppliers
7. Coordinate with customer network and technical staff.
8. Troubleshoot complex technical issues and provide appropriate resolutions and analysis of root cause(s) in alignment with contracted Service Level Agreements.
9. Mentor and train technical staff to encourage team's growth and development including development of T1
10. Support all core technologies on Cisco UC Voice
11. Provide Project Support and Deliver Cisco Projects

Technical Profile

– Proven experience working with one or more of the following products and technologies:
– Cisco UCS Servers, VMware and ESXi
– Cisco Unified Communications Manager
– Cisco Unified Communications Manager IM & Presence
– Cisco Unity Connection Express
– Cisco Unified Contact Center Express
– Cisco Unified Attendant Console
– Cisco Expressway
– Webex Calling
– Webex Contact Center
– Cisco CUBE
– Cisco ISDN and Analogue Voice Gateways
– Eleveo Call Recording
– TIM Call Logging
– Professional level understanding of the SIP and RTP protocol stacks
– Understanding of network fundamentals and ability to carry out basic network configurations relating to the telephony environment
– Proven experience troubleshooting complex telephony issues such as one-way/no-way audio
– Proven experience supporting managed services and working within MSP environments
– Strong verbal and written communication with unwavering dedication to the customer experience and ability to effectively articulate and/or document troubleshooting steps performed to include incident response and root cause analysis
– Ability to gain and maintain industry standard certifications as required
– Experience in delivering Cisco Projects
– Cisco CCNP certification is highly preferred
– Proficiency in ITIL practices
– Full UK driving licence

Qualifications (preference)

• CCNP-COLLA
• CIPTV1
• CIPTV2075
• CIVND065
• CUWSS
• ICOMM
• UCUCS244
• CTCOLLAB80
• CAPPS085
• CLT-825
• CLT-825
• IUWVN
• CCS-CCCOP
• CCS-CHC

Not required but desired

• CCS-CCORE
• PSACASE
• PSACASE039
• CSA325

Personal Attributes/Skills

• Planning (vital for the role, to have good organisational skills).
• Strong technical/problem solving, able to quickly and effectively find ways to overcome challenges.
• Excellent customer service and communication skills
• Documentation (strong written skills for updates and reporting).
• Teamwork. (You will be working as part of a multi-skilled tight knit team, engaging colleagues to overcome multi-disciplinary challenges)
• Availability to travel to customer and hosted locations.
• Willingness to undergo clearance vetting for secure environments.

This job description is intended as a general indication of the main responsibilities of the job and does not include detailed instructions on how tasks are undertaken. You may be required to carry out additional tasks within your capability as necessitated by your changing role within the organisation and to meet the needs of the business.

Please apply today for this role if you have the required skills.