IP Telephone Support Engineer

Full-time

Sky Systems, Inc.

Cambridge, MA

Job Description

IP Telephone Support Engineer
Cambridge, MA
Onsite
Until December 31, 2026 + possibility of extension

Responsibilities

Support and maintain IP Telephony systems (Cisco CUCM, Unity, Teams, feel free to add/edit).
Troubleshoot VolP-related issues including call quality, registration, and connectivity.
Perform MACD (Move, Add, Change, Delete) tasks for voice users and endpoints.
Coordinate with network teams to manage QoS, voice VLANs, and PoE configurations.
Monitor and maintain voice gateways, Clients, and related telephony infrastructure along with IPT team.
Provide Level 2/3 support for IPT-related incidents and service requests.
Assist in integration of IP Telephony with Microsoft Teams, Zoom, or other UC platforms.
Support enterprise communication tools.
Maintain system documentation, user documentation, and comply with GxP and Client IT quality standards.
Participate in system patching, upgrades, and change control procedures.
Ensure endpoint compliance and coordination with Desktop Support teams.
Track telephony assets, licenses, and user provisioning through CMDB or ITSM tools.
Work with global teams to support multi-site telephony environments.
Collaborate with telecom vendors and service providers on issue resolution.
Support disaster recovery planning and voice service continuity testing.
Provide user support and training on telephony tools and voicemail systems.
Support broader DDIT team where applicable (Extended Support, OSS, Networking, DC, Mobility/DAS).
Partner with local teams to support local user community.
Manage and ensure IDF closet maintenance and validation (UPS/Closet audits).

Requirements

3–5 years of experience supporting IP Telephony / Unified Communications in an enterprise environment
Experience providing Level 2/3 support using ITSM tools (ServiceNow or similar)
Hands-on experience with Cisco CUCM, Unity Connection, and VoIP gateways (SIP, CUBE)
Working knowledge of Microsoft Teams Phone, Zoom Phone, or similar UC platforms
Strong VoIP troubleshooting skills (call quality, registration, connectivity, SIP/RTP)
Experience performing MACD tasks for voice users and endpoints
Solid understanding of QoS, voice VLANs, PoE, and collaboration with Network teams
Familiarity with patching, upgrades, change management, and disaster recovery for voice services
Ability to maintain technical/user documentation and work in GxP or regulated environments
Strong communication skills with experience supporting users, vendors, and global teams

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Vacancy posted 9 days ago

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