Job Title: Cisco Unified Communications (UC Engineer)
Location: Sun Prairie, WI (Fully Onsite)
Duration: 4 months contract (potential to extend)
Note: Looking for local candidates or someone willing to relocate to client location.
Position Overview:
Our Client is seeking an experienced Cisco Unified Communications (UC) Engineer for an approximately four-month engagement to provide day-to-day operational and technical support for its Cisco Collaboration environment.
This is a hands-on operational support role rather than an architecture or transformation position. The ideal candidate can independently work through a support queue, troubleshoot Cisco Collaboration issues through resolution, communicate effectively with users and technical teams, and escalate issues appropriately when additional support is required.
Required Qualifications:
Strong hands-on experience supporting Cisco Unified Communications / Collaboration environments.
Experience troubleshooting and resolving Cisco voice, collaboration, conferencing, and endpoint issues.
Strong operational support and incident troubleshooting experience.
Experience independently managing and resolving technical support tickets.
Experience working within an ITSM/ticketing platform; ServiceNow experience strongly preferred.
Ability to troubleshoot critical production incidents and participate in or facilitate technical incident bridge calls.
Ability to coordinate effectively with internal technical teams, vendors, and Cisco support resources.
Strong communication, documentation, and customer-facing skills.
Ability to work independently with limited supervision.
Key Responsibilities:
Manage, update, troubleshoot, and resolve Cisco Collaboration-related incident tickets within ServiceNow.
Provide day-to-day operational support for Compeer s Cisco Unified Communications and Collaboration environment.
Troubleshoot voice, collaboration, conferencing, endpoint, and related connectivity issues.
Provide technical assistance and troubleshooting support to end users and Compeer IT staff.
Independently investigate technical issues and drive tickets through resolution or appropriate escalation.
Coordinate and facilitate incident bridge calls during Severity 1 (critical) incidents or outages.
Engage appropriate sources and third-party technical resources during escalations to expedite resolution.
Open and manage Cisco TAC/support cases when appropriate.
Provide general operational guidance and best-practice recommendations related to the Cisco Collaboration environment.
Document troubleshooting activities, resolutions, and relevant technical information within ServiceNow.
Participate in scheduled after-hours activities when required and coordinated in advance.
