SeniorAdministrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

Job Summary

L2 Unified Communications Engineer (Cisco & Microsoft Teams Telephony) The L2 Unified Communications Engineer is responsible for the stable operation, advanced troubleshooting, and support of enterprise voice and collaboration platforms across a global environment. The role provides Level‑2 operational support for Cisco IP Telephony solutions and Microsoft Teams Telephony, ensuring high availability, call quality, and reliable voice services for business users. This position acts as an escalation point for voice‑related incidents, handling complex issues across Cisco Unified Communications Manager (CUCM), Unity Connection, analog voice gateways, CUBE/SIP trunking, and Microsoft Teams Phone System. The engineer is responsible for day‑to‑day administration, configuration changes, incident resolution, and root cause analysis, working closely with L1 support teams, network and infrastructure teams, and external service providers. In addition to operational support, the role participates in change management, planned maintenance, and capacity monitoring of the Unified Communications environment. The L2 engineer maintains SOPs and knowledge articles, supports compliance and audit requirements, and contributes to continuous improvement of UC services. The position requires strong technical troubleshooting skills, collaboration with cross‑functional teams, and the ability to operate effectively in a 24x7 or on‑call support model.

Key Responsibilities

Cisco IP Telephony (L2 Support) • Provide L2 operational support for Cisco Unified Communications Manager (CUCM) clusters • Perform adds, moves, and changes (AMC) for: o IP phones, softphones, and Jabber o Device profiles, phone button templates, and device pools • Support and troubleshoot: o Cisco Unity Connection (voicemail, auto-attendants, call handlers) o Analog Voice Gateways (FXS/FXO, E&M) o CUBE (Cisco Unified Border Element) for SIP trunking and interconnects • Analyze and resolve call quality issues using: o RTMT, Packet Capture, CDR/CMR • Troubleshoot call routing issues including: o Dial plans, translation patterns, route patterns, CSS/Partitions • Coordinate with telecom service providers for: o SIP/ISDN/PRI circuit issues o Call failures, one-way audio, call drops ________________________________________ Microsoft Teams Telephony • Provide L2 support for Microsoft Teams Phone System • Manage and troubleshoot: o Direct Routing (certified SBCs) o Calling Plans and Operator Connect • Configure and support: o Voice routing policies, calling policies o Dial plans and number normalization • Troubleshoot Teams voice issues such as: o Call setup failures, audio issues, voicemail problems • Work with Microsoft Admin Center, Teams Admin Center, and PowerShell (basic–intermediate) ________________________________________ Operations & Incident Management • Act as escalation point from L1 support for voice-related incidents • Perform root cause analysis (RCA) and document fixes • Participate in: o Change management o Planned maintenance and upgrades • Monitor UC infrastructure health and capacity • Maintain standard operating procedures (SOPs) and knowledge articles ________________________________________ Collaboration & Compliance • Work closely with: o Network, Security, and Infrastructure teams o Vendors and service providers • Ensure compliance with enterprise security and ITIL processes • Assist in audits and documentation reviews

Skill Requirements

: Technical Skills • Cisco Technologies o CUCM (L2 administration & troubleshooting) o Unity Connection o Analog Voice Gateways o CUBE (basic to intermediate SIP troubleshooting) • Microsoft Teams Telephony o Teams Phone System o Direct Routing concepts o Voice & routing policies • Strong understanding of: o SIP, RTP, SRTP o Dial plans and call flows o QoS for voice traffic • Experience working with: o SIP trunks, PSTN providers o Enterprise voice networks ________________________________________ Tools & Platforms • Cisco RTMT, Unified CM administration • Microsoft Teams Admin Center • Basic PowerShell for Teams (preferred) • Ticketing tools (Service Now or similar) ________________________________________ Qualifications • Bachelor’s degree in IT, Electronics, or equivalent experience • 3–6 years of experience in Unified Communications / Voice Support • Certifications (Preferred) o CCNA Collaboration / CCNP Collaboration o Microsoft Teams Administrator Associate ________________________________________ Soft Skills • Strong troubleshooting and analytical skills • Effective communication with technical and non-technical stakeholders • Ability to work in a 24x7 support or on-call rotation • Good documentation and knowledge-sharing practices ________________________________________ Nice-to-Have • Experience in enterprise voice migrations (Cisco to Teams) • Exposure to SBCs (Audio Codes, Ribbon, Cisco) • Experience with hybrid UC environments

Other Requirements

Fluent English