Level 3 Support (CCNP/Voice)
Gurulink - Montréal, QC

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Title: Level 3 Support (CCNP/Voice)
Location: Montreal (Nun’s Island)
Duration: Permanent
Compensation: 60k/yr to 75k/yr + benefits

ADVISOR - LEVEL 3 SUPPORT (CCNP/VOICE)

This is a senior Level 3 technical support position for Cisco IP Telephony network services. The successful candidate will work closely with 1st/2nd line service teams, IS/IT and CSE Community. He/she must have a combination of excellent technical, leadership and customer service skills.

Job Duties and Accountabilities:

  • Technical leadership and coach for large Enterprise customers deploying thousands of VoIP across Canada and U.S. (over 20,000 already deployed
  • Subject Matter Expert for supported IP Telephony services and technology, providing support to marketing and service teams
  • Control the technical bridge and manage the technical SMEs in order to resolve issues as quickly as possible.
  • On-call rotation 7x24x365
  • Vendor relationship interface
  • Regularly engaged in day to day service assurance
  • Monthly training sessions on new and existing technologies (lunch and learn, classroom..)
  • Prioritize trouble management
  • Assist with product and service management
  • Maintain personal certification levels to meet vendor requirements
  • Develop network test plans, perform testing in labs, and identify technical and operational issues to management

Critical Skills and Competencies:

  • Excellent English language oral, written and customer facing communication skills
  • Professionalism at all times, with strong customer focus
  • Advanced IP Telephony/Routing and Switching experience and certifications
  • PC proficient with intermediate skills in MS Office (Excel, Powerpoint, Word, Visio, Access and Project)
  • VMware – UCS functional components
  • Minimum 3 years experience supporting the following:

o CallManager 6.x,7.x,8.x
o Unity6.x,7.x,8.x
o Unity Connection 6.x,7.x,8.x
o MeetingPlace
o E911 Responder
o IPCC
o Unified Computing System (UCS)
o UCS Manager
o VMware
o Linux
o Microsoft SQL
o Microsoft Exchange
o Microsoft Active Directory
o Microsoft LDAP
o Microsoft IIS service
o Microsoft Windows 2000 and 2003 Server

  • Ability to work independently with minimal direction, and able to succeed in a rapidly changing environment.
  • Strong presentation skills with the ability to communicate complicated network technology and designs to audiences with various technical backgrounds.

Preferred Qualifications:

  • CCNP/CCVP/IPCC/CCIE Voice Certification
  • MCSE Certification
  • Advanced skills in Windows, Unix and Linux operating systems.
  • Knowledge of HP Open View and OV Performance Insight (or like systems)
  • 2 or more years of experience supporting IP Telephony customers.
  • Bilingual (English/French) preferred

Working Conditions:

  • Regular work week plus rotation on 7x 24 hour Duty Manager Coverage

Note: This is a Day 2 day support and system maintenance position. There is NO implementation involved in this position.


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