Voice Support
Dallas, TX

Job Description

Responsibilities

* Provide Tier II level resolution and customer support to all VoIP issues across the enterprise
* Troubleshoot common VoIP issues including identifying and correcting issues with endpoints, trunks, dial plans, and profiles;
* Requires recent, hands-on technical experience supporting unified communications and Voice over IP (VoIP) telephony services;
* Responsible for the administration and maintenance of a large Cisco campus wide enterprise VOIP network;.
* At least five years of experience implementing, troubleshooting, and documenting converged networks interconnecting endpoints, gateways, and teleconference bridge products.
* Must possess a strong understanding of telecommunication circuits (DS-0, DS-1, DS-3, T-1, T-3, PRI, and BRI) and multimedia protocols (H.323, SIP, SCCP, MGCP, RTP, RTSP, RTCP, etc.).
* Bachelor's degree in Computer Science, Engineering or a related technical discipline;

Must have recent hands-on experience with the following tools and technologies:

* Cisco Call Manager
* Cisco Unity
* Cisco Telepresence
* E911 environments
* Cisco Unified Communications Manger 8.x
* Cisco Servers (VM and traditional platforms)
* Cisco Unified Contact Center Express
* Polycom products
* Cisco IOS 12.x/15.x
* Perl scripting language for automating configuration changes

Other recent hands-on experience must include:

* Troubleshooting common VoIP issues (identifying and correcting issues with endpoints, trunks, dial plans, profiles, etc.);
* Experience with DOD, DISA STIG, and DIA VoIP security requirements and the ability to meet and/or mitigate security requirements;
* Configuring Cisco routers to act as VoIP gateways;
* Managing conferences through the MCU/MCS;
* Troubleshooting common VTC issues (identification of failed endpoints, bandwidth saturation, misconfigured conferences, etc.);
* Good understanding of system networking over diverse topologies and environments and the limitations and advantages of different network/system architectures;
* Troubleshooting installation and break/fix issues associated with Voice and/or Video over IP products and integrating these components within heterogeneous network environments involving legacy PBX systems and the PSTN;
* Supporting voice end-users, coordinating with Cisco TAC, and telecommunication carriers' Tier 2 and 3 support groups, tracking and escalating trouble tickets, and working with end-users;
* Deploying and maintaining server-based and router-based dial plans;
* Licensing of devices and servers (VoIP and DVTC);
* Reviewing Ethernet packet captures using tcpdump, Ethereal, Wireshark, etc., study network traffic flows, read interface statistics and identifying network connectivity and performance problems affecting Voice and Video over IP communications.

Experience "Pluses":

* Recent experience troubleshooting voice and video problems in an enterprise or service provider environment is a big plus;
* Experience modifying firewall rule sets and/or effectively communicating firewall rule changes to ensure multimedia applications are capable of successfully traversing across firewalls is a plus;
* Recent experience as a Linux and/or Windows System Administrator is a big plus.