Skills: VoIP systems, SIP protocol, Microsoft Azure, Kubernetes, PowerShell, Cisco Collaboration Technologies, Incident Management Processes, Root Cause Analysis Methodologies, Collaboration, Knowledge Base Management, Cisco Certified Network Associate (CCNA) Collaboration, Cisco Certified Network Professional (CCNP) Collaboration
Job Summary
Analyze log files from AnywhereNow components to resolve customer issues.
Troubleshoot SIP flow and trunk problems on Session Border Controllers (SBCs) using PCAP files.
Replicate reported bugs in a support lab workplace.
Identify software bugs and report them to the development team. The Sr Administrator for Support & Operations plays a crucial role in delivering advanced technical support and troubleshooting for on-premise Cisco Collaboration systems. This position focuses on ensuring customer satisfaction through effective resolution of complex incidents and proactive management of technical issues, contributing to the overall stability and security of the collaboration environment.
Key Responsibilities
Minimum 5 years of experience.
Strong knowledge of VoIP systems,
SIP protocol (over TLS/TCP/UDP).
Deep understanding of Microsoft Azure, Kubernetes, and PowerShell.
Background in Unified Communications (UCaaS) or Contact Centers.
Skill Requirements
1. In-Depth Knowledge Of On-Premise Cisco Collaboration Technologies And Systems
2. Strong Troubleshooting And Problem-Solving Skills In A Support Operations Environment
3. Familiarity With Incident Management Processes And Root Cause Analysis Methodologies
4. Excellent Communication And Collaboration Abilities To Work Effectively With Cross-Functional Teams
5. Proficient In Managing Knowledge Base Content And Training Support Staff
Other Requirements
Analyze log files from AnywhereNow components to resolve customer issues.
Troubleshoot SIP flow and trunk problems on Session Border Controllers (SBCs) using PCAP files.
Replicate reported bugs in a support lab environment.
Identify software bugs and report them to the development team.
1. Cisco Certified Network Associate (Ccna) Collaboration (Optional But Valuable)
2. Cisco Certified Network Professional (Ccnp) Collaboration (Optional But Valuable)