Sr. UC Field Support Engineer

Sr. UC Field Support Engineer

Technical Skills:

Role Description: 

·         Lead UC field support operations for client''s Southeast region
Provide Tier I and Tier II technical support for UC services at Orlando field office and regional client sites

·         Support 600+ VTC rooms including setup, configuration, troubleshooting, and user training

·         Manage digital signage deployments and ongoing support (250 players across enterprise)

·         Troubleshoot UC endpoints (desk phones, softphones, conference room equipment, smart boards)

·         Coordinate and lead regional UC equipment deployments and installations

·         Provide hands-on technical support for conference room AV systems, displays, projections, microphones

·         Support VTC bridge sessions (Point-to-Point, WebEx, PEXIP/CVI to Teams)

·         Manage secure telephone installations and support (<100 secure phones enterprise-wide)

·         Respond to UC incidents and service requests with timely resolution

·         Coordinate with vendors and contractors for UC equipment installation and maintenance

·         Mentor and provide technical guidance to UC Field Support Engineers

·         Travel to client sites within Southeast region as needed for on-site support

·         Participate in on-call rotation for after-hours UC support

·         Document UC issues, resolutions, and lessons learned in knowledge base

·         Support asset management and inventory tracking for UC equipment
Provide user training and orientation for UC systems and equipment

Experience:

·         **7+ years UC experience with Cisco CCNP Collaboration (or higher). **

·         **Experience in leading large deployments and migrations, providing Tier 3 escalation support, developing standards and automation, VTC, digital signage, paging, telecom, LAN, SIP, ISDN, ePRI/PRI/POTS, unicast/multicast, local exchange carriers, IP-PBX, QoS, and related protocols across large, geographically dispersed networks.**

·         3+ years team lead or senior engineer experience
Hands-on experience with VTC systems, conference room AV, telephony endpoints

·         Experience supporting multiple sites and regional operations
Expert in: VTC systems, conference room AV, desk phones, softphones, video bridging

·         Strong knowledge: Avaya phones, Microsoft Teams devices, Cisco endpoints, digital signage, IPTV

·         Familiarity with: Troubleshooting methodologies, ticketing systems (ServiceNow), asset management

·         AV/VTC certifications (CTS, Cisco, Polycom, Logitech) preferred

·         Microsoft Teams or Avaya support certifications desired ITIL Foundation (preferred)

Education Level: Bachelor’s degree