IPT L2 Engineer

NSC Global is currently looking for a L2 IPT NOC Engineer to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with a corporate headquarters in London, UK and a US headquarters in New York, NY. Please review our website at www.nscglobal.com for more information on our organization.

Purpose of Role:

We are seeking a skilled Level 2 IPT Engineer with hands-on experience in Cisco Unified Communications Manager (CUCM), RingCentral, Jabber, and enterprise IP Telephony environments.
The ideal candidate will be responsible for advanced troubleshooting, operational support, and incident management for voice and collaboration services.

This role requires the ability to work independently, collaborate with cross-functional teams, manage escalations, and ensure high availability of telephony infrastructure.

• Key Responsibilities:

  • Provide Level 2 support for CUCM, RingCentral, Jabber, and IPT systems.
  • Troubleshoot and resolve issues related to:
  • Call routing & dial plan
  • SIP trunks & gateways
  • Voicemail (Unity Connection)
  • Phone registration & provisioning
  • Jabber client connectivity & presence services
  • RingCentral user/device configurations
  • Work on Telecom tickets, escalations, and service restoration efforts.

  Configuration & Administration

  • Perform day-to-day administration of:
  • Cisco CUCM clusters
  • Cisco Unity Connection
  • IM & Presence
  • RingCentral Portal
  • Cisco Jabber Applications
  • Implement MACD (Move, Add, Change, Delete) tasks for IP Phones and soft clients.

  Voice Infrastructure Management

  • Manage and troubleshoot:
  • Voice gateways (MGCP / SIP / H.323)
  • SRST configurations
  • SIP trunks (service provider and inter-cluster)
  • QoS-related voice issues
  • Perform routine system health checks.

  Incident, Problem & Change Management

  • Handle L2 escalations and coordinate with L3/engineering teams when required.
  • Participate in Root Cause Analysis (RCA) for recurring incidents.
  • Prepare and execute changes following ITIL change management guidelines.

  Documentation & Reporting

  • Maintain documentation for:
  • System configurations
  • Standard Operating Procedures (SOPs)
  • Knowledge Base (KB) articles
  • Prepare reports on recurring issues, capacity utilization, and service improvements.

• Required Skills & Experience

   

  Technical Expertise

  • Strong hands-on knowledge of:
  • Cisco Unified Communications Manager (CUCM) – clusters, dial plans, partitions, CSS
  • Cisco Unity Connection
  • Cisco IM & Presence / Jabber
  • RingCentral UCaaS platform
  • IP Telephony fundamentals (SIP, RTP, SRTP, QoS, codecs)
  • Experience with Cisco voice gateways and SIP trunk configuration.

  Tools & Platforms

  • Experience with:
  • Cisco Prime Collaboration
  • RTMT logs
  • Packet capture tools (Wireshark)
  • Monitoring tools (SolarWinds, PRTG, etc.)

  ADDITIONAL COMPETENCIES:

  • Communication: excellent communication skill orally and in writing at all levels.
  • Ability to communicate openly and honestly and to listen and understand the views of others.
  • Working Together: demonstrate ability to work in a team and actively supports team objectives.
  • Reliable in delivering own objectives and co-operates to support Colleagues and team members.
  • Commitment: well organized, methodical and disciplined approach and a clear understanding of role and how it relates to the team’s and organization objectives and willing to learn and develop knowledge based on current work, profile and future endeavors and challenges
  • Persuasiveness: willing to work under general supervision to identify and resolving complex issues and to advise and formulate strategies.
  • Time Management: plan, schedule and monitor own work (and that of others where applicable) competently within limited timeline.
  • Analytical Ability & Decision making: able to grasp new concepts, approaches and systems. Identifies purpose and objectives & Implements decision and evaluates results along with good problem solving and analytical skills.
  • Creativity: willing to and motivated enough to develop new ideas and unique and novel solutions to problems.
  • Job Motivation: high level of interest and enthusiasm for job responsibilities and can do attitude.
  •  

• Qualifications & Certifications

  Required

  • Bachelor’s degree in IT / Computer Science / Electronics
  • Cisco CCNA Collaboration (or equivalent)
  • Proven experience working in an enterprise IPT environment

  Preferred

  • CCNP Collaboration or in progress
  • Cisco Collaboration Specialist certifications like:
  • Collaboration Call Control & Mobility Implementation
  • Collaboration Core Technologies
  • RingCentral or other UCaaS platform certifications
  • CCNP in R&S or Enterprise, Cisco Routing / Switching
  • ITIL Foundation Certification

  Experience

  • 3 to 5+ years of relevant experience in IPT / Unified Communications
  • Previous experience in a NOC/Operations environment preferred