Engineer - Operations, Tier 2 (Unified Communications)

Job Description

Do you like to design and build systems?  This is your opportunity to join a growing team, learn to do things differently and develop a long, prosperous career.  This is your chance to become an unstoppable innovator.

TenFour has redefined the IT infrastructure industry and we’re looking for a high-energy Unified Communication Engineer to help us continue to drive innovation.  We’re seeking someone with a passion for learning and technology.

The successful applicant will work in the Network Operations Center (NOC) providing Tier 2 support for Ten Four’s customers. The Unified Communications Engineer will analyze and troubleshoot Request for Repair (RFR) tickets and implement Request for Change (RFC) based on standard operating procedures to all Configuration Items in production.

The candidate must have strong analytical, attention to detail and problem-solving skills that enables proper assessment of network performance and UC functionality. You must also demonstrate superior communication and interpersonal skills to convey necessary information with network users and our team of information systems professionals. This is a fast-paced, challenging engineering position where no two days are alike. 

You should have a masters’ degree in electrical engineering or computer science with course work in networking technologies, preferably with a program of study that aligns with the Cisco Voice CCNP program. In addition, you should have hands on experience working as a Tier 2 escalation in a Network Operations Center supporting Unified Communication and Collaboration systems.

Job Responsibilities

  • Tier 2 Level support within the Network Operations Center (“NOC”) on complex Unified Communication and Collaboration systems
  • Assist with Tier 2 End User support on Unified Communication and Collaboration systems.
  • Troubleshoot and support IP wireless phones issues (dropped calls, weak signal, programming, firmware).
  • Process request from IT Service Management tool.
  • Manage multiple operational tasks concurrently.
  • Provide support and perform troubleshooting for complex voice, video, and data networks.
  • Install, maintain, and troubleshoot CUCM, Cisco Unity Connection, Call Manager Express, Cisco Emergency Responder, Cisco Expressway series and UCCX.
  • Troubleshoot issues related to SCCP, MGCP, H.323 gateways and CUBE.
  • Troubleshooting issues related to SIP trunks, PRI, POTS line.
  • Ability to configure and test High Availability and failover functionality within UC.
  • Work with the circuit carriers on issues; experience with E911.
  • Performs analysis of UC and contributes to design of network architecture, integration and installation.
  • Support and troubleshoot WAN and LAN hardware and software.
  • Communicates and coordinates UC maintenance and corresponding downtime to users and internal teams.
  • Prepare and maintain support documentation of UC Systems.
  • Troubleshoot and diagnose complex UC and circuit issues.
  • Interacting with clients and project managers and providing project updates.
  • Keep up with current trends and developments in Cisco UC.
  • Participate in on call schedule for support after business hours/weekends/holidays.
Job Skill Requirements
  • 3-5 years’ experience in network operations and managing voice products and services
  • Master’s Degree in Computer /Electrical/Telecommunications engineering preferred or equivalent experience and / or education.
  • Experience maintaining, configuring, installing and troubleshooting small to enterprise sized Cisco UC networks.
  • Hands-on experience maintaining Cisco Call Manager, Call Manager Express, Cisco Contact Center and Unity.
  • Strong background with Cisco routers, firewalls, switches, voice gateways and PoE switches.
  • Strong background in general networking technologies and concepts.
  • Background in standard voice technologies: tip and ring, PBX, etc.
  • You must have strong verbal and written communication skills and work well in a team environment.
  • Certification Requirements: CCNP Voice Certification required. CCIE Voice Certification preferred.
What You Can Expect From Us
  • Freedom to innovate and be creative.  Our team has diverse perspectives, skills, and experiences that improve our solutions.
  • Opportunity to transform an industry and deliver an exceptional, future-focused customer experience.
  • A winning culture.  We believe that our culture has a powerful and direct impact on our success – and vice versa.  It directly aligns with our core values, is the glue that binds our organization together and the hardest thing for our competitors to copy. 
  • Thought leadership in the industry and with our customers—we set the pace for change.
  • A strong focus on learning and career advancement and believe in working and celebrating as a team.  We are proud of our team’s work and success.
  • We constantly challenge the status quo to provide an exceptional customer experience.
  • Attractive salary and benefits package including medical, dental and 401(k).

When you join TenFour, we will give you all the support you need to help you reach your full potential and share our vision to launch innovative products that shape the future of the IT infrastructure industry. We believe in challenging the status quo and doing things not just differently, but better.  We are a growth company so we’re looking for someone with new ideas who is ready to help us change the industry.  Does that sound like you?

A Little More About What We Do

TenFour offers a unique IT Infrastructure consumption model and a carefully designed customer experience that is nothing short of exceptional. We design, deploy and manage global IT infrastructure as a utility for some of the most well-known brands in the world. We’re a growth company that’s on a fast track of success due to our innovative approach that’s getting IT leaders back to their own innovation. Our proprietary products have been developed to enable an IT infrastructure with unmatched strength, agility, reliability—and lowered Total Cost of Ownership (TCO). Now we’re looking for passionate, innovative team members who want to transform the industry with us.

Honorable. Fearless. Innovative.  Those are our values and we take them very seriously.  In fact, they’re written on our walls as a daily reminder of what we strive to achieve.  Do they sound like words that describe you, too?  If so, we need to talk.

What Do You Think?

It’s time to take your career to the next level.  If you’re ready to be part of an innovative team in a cutting-edge, professional environment, now’s your chance.  We’re waiting to hear from you.  Contact us at and check us out at