IP Telephony Support Engineer

Support broader DDIT team where applicable (Extended Support, OSS, Networking, DC, Mobility/DAS). Support and maintain IP Telephony systems (Cisco CUCM, Unity, Teams, feel free to add/edit).

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