Systems Plus Solutions
Website:
systems-plus.com
Job details:
JOB SUMMARY:
We are looking for an L2 Support Engineer with 4–6 years of experience to handle advanced monitoring, troubleshooting, and incident resolution across infrastructure and Cisco UC environments. The role involves supporting on-prem Cisco Unified Communications platforms, including Cisco Unified Contact Center Express (UCCX), along with exposure to Webex Calling and Webex Contact Center. The candidate will be responsible for deeper issue analysis, validating alerts, resolving escalations from L1, and ensuring minimal service disruption while adhering to SLAs. Strong knowledge of networking, systems, and voice/telephony concepts is essential, along with the ability to work in a 24/7 shift environment.
SUMMARY OF ESSENTIAL JOB FUNCTIONS:• Monitor infrastructure performance, availability, and health through dashboards and alerting tools.
• Log into client on-premise and cloud environments to validate alerts and perform directed troubleshooting steps.
• Perform initial triage and execute troubleshooting steps (network, server, cloud-based, and Cisco UC environments) to validate and resolve alerts where possible.
• Support and troubleshoot on-prem Cisco Unified Communications (UC) platforms, including Cisco Unified Contact Center Express (UCCX).
• Assist in monitoring and basic troubleshooting of Webex Calling and Webex Contact Center environments (preferred).
• Document incident details and all actions taken accurately within the ticketing system.
• Escalate incidents to higher tiers only after documented troubleshooting has been completed and findings recorded.
• Follow runbooks and SOPs for executing routine health checks and operational tasks.
• Communicate service-impacting events to appropriate internal teams and leadership.
• Contribute to SOP refinement by identifying automation opportunities and gaps in runbooks.
• Apply knowledge of networking, operating systems, cloud services, and voice/telephony systems to assist in incident resolution.
• Perform basic user support tasks including password resets, service restarts, and system status checks.
• Participate in shift handoffs to ensure clear transition of ongoing issues and critical information.
• Stay informed on client-specific environments and SLA requirements.
• Identify patterns in recurring alerts or procedural gaps and contribute feedback for improvements.
REQUIRED SKILLS AND EXPERIENCE:• Minimum of 4–6 years of experience in IT support, help desk, or monitoring environment.
• Demonstrated ability to follow troubleshooting steps and resolve issues without escalation when possible.
• Hands-on experience supporting on-prem Cisco Unified Communications (UC) platforms.
• Experience with Cisco Unified Contact Center Express (UCCX) is required.
• Exposure to Webex Calling and Webex Contact Center is preferred.
• Working knowledge of infrastructure monitoring tools (e.g., LogicMonitor, SolarWinds, Auvik).
• Ability to log into and perform basic administrative tasks in Windows operating systems.
• Ability to troubleshoot network connectivity issues (e.g., IP conflicts, DNS resolution, VPN tunnels).
• Experience with cloud platforms (e.g., AWS, Azure) at a foundational level preferred.
• Basic understanding of VoIP, SIP, call routing, and telephony concepts is a plus.
• Willingness to work in a 24/7 shift-based environment, including nights, weekends, and holidays.
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