Managed Collaboration Engineer
Core
Provide Level 1, 2, and 3 break/fix support for client collaboration infrastructure, performing remote management and troubleshooting for Cisco and Microsoft Teams environments.
Role type
Senior IC Managed Collaboration Engineer
Builds
Client collaboration voice, video, and messaging systems
Domain
IT Services / Unified Communications
Deliverable
client delivery
Required skills
Cisco Call Manager, Cisco Unity Connection, Cisco UCCX, Microsoft Teams, SIP/H.323 protocols, VoIP troubleshooting, ITSM, remote desktop support, SQL/Informix queries
Preferred skills
ITIL, CCNA, Microsoft technology certificates, vendor management
Technologies
Cisco Call Manager, Cisco Unity Connection, Cisco UCCX, Microsoft Teams, Expressways, Gateways/CUBE, CVP, ICM, Calabrio
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 third-party vendors, create and track ticket documentation, generate weekly ticket reports
Seniority
Mid-Senior, hands-on IC