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The Unified Communications Engineer II is part of a regional IT Field Services and Unified Communications team supporting Consumers Energy (CMS Energy) location across Michigan. This role provides remote-first and onsite technical support for enterprise voice, collaboration, and infrastructure systems, ensuring reliable, secure, and timely service delivery.

The position primarily supports the South region of Michigan and operates within a 24x7x365 environment, requiring flexibility for on-call and after-hours support. Remote support will always be the first approach before onsite travel.

Location & Work Model

• Remote-first role (Michigan-based candidates only)
• Primary coverage area: South region of Michigan
• Occasional onsite support across Michigan as business needs require
• Candidate must reside within Michigan

Work Schedule

• Core Hours: Monday–Friday, 7:00 AM – 6:00 PM
• After-Hours / On-Call: Nights, weekends, and holidays as needed
• Participation in a rotating on-call schedule

Key Responsibilities

Field & Remote IT Support

• Provide remote and onsite IT support to Consumers Energy locations across Michigan
• Deliver support primarily within an assigned home region, with flexibility to support other regions as needed
• Serve as remote hands for installation, replacement, and maintenance of IT and telecommunications equipment
• Respond to incidents, service requests, and outages, including after-hours support as required

Unified Communications & Voice Systems

• Support enterprise voice and unified communications platforms, including:
• • Cisco Call Manager and associated applications
  • Avaya systems (forecasted through late 2026)
  • Microsoft Teams Voice
• Assist with deployment, troubleshooting, and maintenance of:
• • IP and analog telephony devices
  • Paging systems, horns, and headsets
  • Analog gateways
  • GAI-Tronics, Grandstream, and Algo devices
  • RedSky E911
  • Verint Call Recording
  • Cisco Infocast and Flex Licensing
  • RSI Call Detail Reporting
  • Sensaphone systems
    (Training provided where applicable)

Networking, Infrastructure & AV Support

• Perform basic troubleshooting of IP, SIP, analog, and digital communications systems
• Validate connectivity using cable testing and network reachability checks
• Coordinate with networking teams for switch, firewall, and patching support
• Provide basic troubleshooting and hardware support for conference rooms and AV technologies
• Support Juniper switch remote hands, patching, and hardware replacement

Hardware, UPS & Asset Management

• Install, replace, and maintain UPS systems, ensuring proper monitoring and alerting
• Troubleshoot and repair faulty hardware across network, server, telecom, and UPS environments
• Support Asset Refresh Programs, including staging and deployment of:
• • Wireless access points
  • Network switches
  • Audio-visual equipment
  • Corporate security hardware
• Maintain accurate asset records in the Configuration Management Database (CMDB)
• Conduct inventory audits and IT room reviews to support operational continuity
• Coordinate decommissioning and secure disposal of outdated equipment

Incident, Project & Vendor Coordination

• Manage tickets to completion using ServiceNow
• Participate in incident response and outage resolution
• Support approved project work such as:
• • Moves, remodels, new installations, and testing (DR)
• Coordinate, schedule, and escort vendors and technicians
• Manage shipping, receiving, and tracking of IT equipment
• Participate in daily operational reviews and service meetings as required

Required Skills & Experience

• Experience supporting Unified Communications and Voice technologies
• Working knowledge of Cisco, Avaya, and Microsoft Teams Voice
• Familiarity with IP, SIP, analog/digital telephony, and paging systems
• Experience with IT field services, hardware installation, and troubleshooting
• Familiarity with ServiceNow or similar ticketing systems
• Strong documentation, communication, and customer service skills
• Ability to work independently and collaboratively in a team environment
• Willingness and ability to travel within Michigan as needed

Preferred Qualifications

• Experience in enterprise or utility environments
• Knowledge of network infrastructure, UPS systems, and AV technologies
• Experience supporting geographically distributed locations
• CMDB and asset management experience

Additional Information

• This role supports a statewide enterprise environment
• Candidates may be required to participate in customer interviews
• Other duties may be assigned based on operational needs

#LI-PK1 #LI-REMOTE-Michigan #LI-Michigan

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.