Cisco Unified Communications (UC Engineer)

Cisco Unified Communications (UC Engineer)

Sun Prairie, WI, US • Posted 12 hours ago • Updated 12 hours ago

Contract Independent

Contract W2

4 Months

On-site

$70 - $80/hr

HireTeq

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 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 IT staff.
• Independently investigate technical issues and drive tickets through resolution or appropriate escalation.
• Coordinate and facilitate incident bridge calls during Severity 1 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.