Junior Operations Associate / FSO Engineer
Core
Provide second-line remote and onsite technical support and field engineering services to clients, managing incidents and ensuring zero missed SLA conditions.
Role type
Junior IC field support engineer (collaboration/voice technologies)
Builds
Client IT infrastructure and collaboration solutions
Domain
IT Services / Telecommunications / Voice & Collaboration
Required skills
Incident management, root cause analysis, troubleshooting, configuration, installation, testing, stakeholder liaison, escalation, shift handover
Preferred skills
Active listening, project planning, adaptability, client experience focus
Technologies
Cisco, NetApp, EMC, Juniper, Aruba, F5, AudioCodes, Oracle, CUBE, Webex, Call Managers, Voice Gateways, SBCs, IP Telephony, VOIP
Responsibilities
Configure, install, test, and operate assigned client site infrastructure; Install and configure software per client requirements; Log incidents with required detail; Liaise with stakeholders to expedite diagnosis and resolution; Investigate second-line support calls and identify root causes; Respond to and diagnose alerts; Escalate unresolved issues to L3; Update incident progress and resolution details; Apply tools to track and correct configuration items; Investigate system problems and assist with remedies; Provide second-line remote and onsite support; Report and escalate issues to third-party vendors; Follow handover procedures for shift changes
Seniority
Junior, hands-on IC