Job Description

Job Summary

L2 Unified Communications Support Engineer Supporting Cisco and Microsoft Teams Voice Solutions

The L2 Unified Communications Support Engineer provides advanced technical support for a range of unified communications platforms, including Cisco IPT (Jabber, handphones, analogue phones, voice gateways, and video conference rooms) and Microsoft Teams Enterprise Voice (CAP hardphones, softphones, session border controllers for Direct Routing, call queues, auto attendants, analogue voice gateways, Operator Connect, and Teams-enabled video conference rooms). The role ensures seamless operation, troubleshooting, and maintenance of all voice and video communication solutions for customers.

Key Responsibilities

• Provide L2 technical support for Cisco IPT solutions, including Jabber softphones, handphones, analogue phones, Cisco voice gateways, and Cisco-enabled video conference rooms.
• Support Microsoft Teams Enterprise Voice, including CAP hardphones, softphones, session border controllers for Direct Routing, call queues, auto attendants, analogue voice gateways, Operator Connect, and Teams-enabled video conference rooms.
• Diagnose and resolve incidents, escalated tickets, and service requests related to unified communications.
• Work closely with L1 support, customers, and vendors to ensure timely resolution of issues.
• Monitor system performance, conduct routine maintenance, and apply updates or patches as needed.
• Document troubleshooting steps, resolutions, and maintain detailed records in the ticketing system.
• Assist in setup, configuration, and testing of new devices or solutions within Cisco and Microsoft Teams environments.
• Participate in root cause analysis and recommend improvements to prevent recurring issues.

Skill Requirements

• Hands-on experience with Cisco IPT, Jabber, voice gateways, analogue phones, and video conferencing solutions.
• Strong knowledge of Microsoft Teams Enterprise Voice, including Direct Routing, Operator Connect, call queues, auto attendants, and Teams-enabled video conference rooms.
• Familiarity with session border controllers and CAP hardphones/softphones.
• Ability to troubleshoot and resolve issues in both Cisco and Microsoft unified communications environments.
• Excellent communication skills and customer service orientation.
• Experience with ticketing systems and incident management processes.
• Relevant certifications (e.g., Cisco CCNA Collaboration, Microsoft Teams Voice Engineer) are a plus.

Other Requirements

This role is primarily office-based, with occasional remote troubleshooting and on-site support as required. The L2 Unified Communications Support Engineer will collaborate with cross-functional teams and external vendors to deliver high-quality support.