General Description

We are seeking a skilled and experienced Tier 2 Collaboration professional with expertise in Cisco and Microsoft Teams to provide technical support, troubleshooting, and problem-solving for a range of collaboration-related issues. The ideal candidate will have a strong understanding of Cisco and Microsoft Teams, with the ability to diagnose and resolve issues in a timely and efficient manner.

Major Duties & Responsibilities

• Provide Tier 2 technical support for collaboration-related issues, including Cisco and Microsoft Teams.

• Respond to incidents and service requests related to collaboration services, including troubleshooting, diagnosis, and resolution of incidents.

• Collaborate with Tier 1 and Tier 3 teams to ensure that incidents are escalated and resolved in a timely manner.

• Maintain accurate records of incidents and service requests in the incident management system.

• Participate in the development and implementation of collaboration-related policies, procedures, and standards.

• Conduct testing and provide feedback on new collaboration-related technologies and services.

• Provide technical training and support to Tier 1 support staff.

Basic Qualifications

• Strong technical knowledge of Cisco collaboration solutions, including Unified Communications Manager, Unity Connection, and Webex Teams.

• Strong technical knowledge of Microsoft Teams, including collaboration, messaging, voice, video, and meeting-related features.

• Experience with troubleshooting tools, including PowerShell, Message Tracing, and Call Analytics.

• Understanding of Azure Active Directory and integration with Microsoft Teams.

• Excellent problem-solving and analytical skills.

• Strong communication skills, both written and verbal.

• Ability to work in a fast-paced environment and manage multiple incidents simultaneously.

Experience/Education

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• At least 3 years of experience in technical support, with a focus on collaboration-related issues, including Cisco and Microsoft Teams.

Job Type: Full-time

Pay: $70,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Bethesda, MD 20892: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• technical support for collaboration- related issues: 3 years (Preferred)
• Cisco: 1 year (Preferred)
• Microsoft Teams: 1 year (Preferred)
• troubleshooting tools (PowerShell): 1 year (Preferred)

Work Location: Hybrid remote in Bethesda, MD 20892

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