Job Description
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