Diagnostic Engineer

Job Description

The Diagnostic Engineer III plays a key role in troubleshooting and resolving advanced telephony and related technology issues. This position involves working closely with clients, vendors, and partners to deliver expert technical support in a dynamic environment. The engineer is responsible for tracking incidents, documenting communications, and ensuring timely resolution of technical problems. Maintaining high ethical standards, professionalism, and strong relationships with both internal and external stakeholders is essential. The role also requires effective workload management to meet service targets and a proactive approach to continuous improvement.

Required Skills :

• Extensive experience (8+ years) with telephony systems, including installation, maintenance, and troubleshooting
• At least 5 years of hands-on work with Cisco solutions (e.g., Call Manager, UCCE / UCCX, Voice Gateways, Webex Calling)
• Proficiency with automated ticketing and incident management systems
• Strong computer literacy, including Microsoft Word and Excel
• Excellent written and verbal communication skills in English
• Analytical thinking, attention to detail, and strong interpersonal abilities
• Familiarity with both voice and data technologies
• Ability to quickly learn and adapt to new systems and multitask in a fast-paced setting

Nice to Have Skills :

• Industry certifications in telephony or related technologies (e.g., CCIE Collaboration, CCNP Collaboration)
• Experience in managed services environments
• Bachelor’s degree in Computer Science or a related field
• Knowledge of ITIL or similar quality management frameworks