Managed Collaboration Engineer
Core
Provide Level 1, 2, and 3 break/fix support and remote management for client collaboration infrastructure, including data center, data protection, virtualization, networking, security, and storage technologies.
Role type
L2 Collaboration Support Engineer
Builds
Maintains and troubleshoots Cisco and Microsoft collaboration platforms for enterprise clients
Domain
IT Services / Unified Communications
Deliverable
client delivery
Required skills
Cisco Call Manager, Cisco Unity Connection, Cisco UCCX, Microsoft Teams, VoIP protocols (SIP, H.323), Expressways, Gateways/CUBE, ticket management, remote troubleshooting, client handling, SQL, Informix queries
Preferred skills
ITIL, CCNA, Microsoft technology certificates, vendor/third-party consultant experience
Technologies
Cisco Call Manager 10.5+, Cisco Unity Connection, Cisco UCCX CUIC 11.5, UCCE/PCCE 10.5/6+, MS Teams, CVP, ICM, CUSP, Calabrio Quality Management, CVP Call Studio
Responsibilities
Perform initial triage for major incidents and escalations, handle MACD and incidents within SLA, engage with clients via email and calls, assist clients via remote desktop sharing, collaborate with higher-tier support and vendors, create and track ticket documentation, generate weekly ticket reports
Seniority
Mid-level, hands-on IC