Collaboration Engineer - 1st Level Cisco Support Job at Top Hire, Mexico

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  • Top Hire
  • Mexico

Job Description

Collaboration Engineer – 1st Level Cisco Support

This is a first-level technical support role focused on providing essential service and troubleshooting for Cisco collaboration systems, especially Cisco Unified Communications Manager (CUCM) and related VoIP technologies. You’ll be the first point of contact for internal users needing help with Cisco voice/collaboration issues, ticket triage, and basic troubleshooting. This is a great entry point for those looking to build a career in Cisco support or IT service roles.

Job Description

  • Monitor and manage support tickets related to Cisco VoIP and collaboration systems, ensuring timely resolution or escalation.
  • Provide first-level troubleshooting for Cisco CUCM, Webex, and related devices.
  • Support Moves, Adds, Changes, and Deletes (MACD) for branch locations, including SIP configuration checks.
  • Issue purchase orders and track hardware for Cisco phones and devices.
  • Coordinate with vendors (especially Cisco) and follow up on open tickets and shipments.
  • Perform readiness checks for Cisco Webex and Microsoft Teams Rooms.
  • Generate and analyze call reports from Cisco CUCM and other systems.
  • Communicate effectively with internal teams and vendors to resolve issues.

Job Requirements

  • Associate’s degree in IT, Computer Science, or related field (or equivalent experience).
  • 1+ years in IT support, preferably with Cisco voice/collaboration systems.
  • Experience with Cisco VoIP, CUCM, and SIP protocols is highly valued.
  • Strong organizational and communication skills.
  • Ability to manage multiple tasks in a fast-paced environment.
  • Customer-focused, proactive approach to support.

Benefits

  • Competitive salary (MX $348,000 – $360,000/year, visible to applicants)
  • Opportunities for Cisco certification and career growth
  • Supportive team environment
  • On-site role in Mexico City

Job Tags

Full time,

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