B2 / L2 resource 5-8 years’ experience CISCO Collaboration CCNA/CCNP Collaboration qualifications or higher preferred. Candidate will need to be prepared to be flexible in approach to work content and responsibilities, along with out of hours and on call support. Competent in troubleshooting and helping to remediate moderate complexity issues. Ideal candidate must a basic understanding of ITIL Incident / SRs and change management practices, working to defined service level agreements. It is vital that you can communicate with both business customers and technicians effectively. Strong customer service skills. Good organization and communication skills. Required Technical Skills: - Cisco IP Telephony, Cisco, UCCX. Voice: Cisco Call Manager (CUCM version 10.5, 12.5, 14),Unified Contact Center Express (UCCX), CUC, IM and Presence, Exp ways MRA. Must have good conceptual and troubleshooting knowledge about UCCX call flow, IVR scripting, agent logins. Administration and Troubleshooting - Voice Protocols - SIP, H323, SCCP Dial plans, Media resources, SIP URI calling. Cisco IPT applications - version upgrade IPT infrastructure architecture, DB replication, DR. Cisco Jabber, CUAC, SIP endpoints. Cisco Call Manager Express. Voice Gateway :H323, CUBE, SIP trunks, T1 ,E1 ,SRST Dial-peers, DSPs. Analog Devices. Good understanding of Network Data – Basic Switching and Routing. Subnetting, VLAN, DHCP, TFTP, DNS, ACLs and WAN technologies. Network Voice Admin