Level II Engineer - Smart Choice Communications

• None

• Handle incident and service requests; resolve them within the agreed Service Level Agreement
• Diagnose faults and provide complete resolution geared towards customer satisfaction
• Oversee support and business tasks of Cisco Call Manager, Cisco Unity and Cisco Call Manager Express
• Ensure that systems are optimally configured, and the contained information is current (e.g. proactive system maintenance, etc.)
• Attend service level meetings when appropriate
• Serve as a point of contact for all customer escalations
• Input quality updates into the ticketing system
• Performs administration and configuration of Cisco Systems
• Ensure that asset management and inventory are kept up to date
• Ensure preventative maintenance is completed as specified by customer
• Communicate any issues or changes regarding the system with the client
• Ensure that all relevant information has been collected related to Cisco Systems and correlated; analyze the data where applicable
• Work with Cisco and/or partners (within customer subject matter experts and Cisco Tier 3 engineering to identify bugs, perform triage, and work towards the ultimate resolution of the identified issue)
• Prepare and produce root cause analysis reports
• Collaborate with the customer and external partners for installing customer/vendor certified patches
• Create installation and troubleshooting documentation when necessary
• Program with an understanding of business reporting requirements while providing support to operations to interpret metrics and service levels
• Perform routine system administration and maintenance on local or remote locations with no impact to the business
• Participate in 24/7 support and on-call rotation, including incident management duties
• Perform other duties as assigned

• Associates’ degree; or equivalent combination of education and relevant work experience
• 3-4 years related experience in Customer Service or Technical Support
• Knowledge of LAN/WAN and data networks
• 4 years Voice/Data Network specific experience
• Voice over IP principles and PBX functionality (Asterisk, Cisco Call Manager, Cisco, Unity Connection, Dialer, ICM, Cisco Presence. SIP, SCCP, H.323, etc.)
• Knowledge on VPN and other remote connectivity as well as Cisco switches, routers, wireless access points, and firewalls
• Knowledge and understanding of Voice network system requirements and standards
• Knowledge and experience with Voice Network technologies, including:
  • Corporate Telephony - Cisco Call Manager, Cisco Unity Voicemail, Voice Gateways, Carrier Management
• Background on Data Network technologies such as routers, switches, wireless access points, and firewalls is a plus
• Protocols: TCP/IP, IP subnetting, VLAN’s, Ethernet, DHCP, DNS, QoS, SIP, H.323

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent time management skills with a proven ability to meet deadlines
• Strong analytical and problem-solving skills
• Ability to work closely with business partners on telephone related issues
• Ability to address customers’ requests quickly and effectively, striving for first call resolution
• Ability to prioritize tasks and to delegate them when appropriate
• Ability to function well in a high-paced and at times stressful environment
• Proficient with Microsoft Office Suite or related software

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times. 

• Competitive salary
• Paid Time Off
• Medical, dental, vision and life insurance
• Flexible spending accounts
• Gym membership reimbursement
• Employer-matched 401(k) plan
• Exciting company events

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