Smart Hands Engineer
Core
Provide second-line remote and onsite technical support and field engineering services to clients, ensuring zero missed SLA conditions by managing and resolving incidents in collaboration technologies.
Role type
L2 Field Support Engineer (Collaboration)
Builds
Operational collaboration infrastructure and services for client sites
Domain
IT Services / Telecommunications / Collaboration Technologies
Deliverable
client delivery
Required skills
Incident management, root cause analysis, configuration and installation, troubleshooting, stakeholder liaison, escalation procedures, shift handover
Preferred skills
CCNP Collaboration, Microsoft Voice (MS700 & MS720), Webex Calling & Contact Centre
Technologies
Cisco (Call Managers, Voice Gateways, CUBE), AudioCodes, Oracle, Webex, SBCs, IP Telephony, VOIP, Network routing and switching
Responsibilities
Configure, install, test, and operate assigned client site infrastructure; Install and configure software per client requirements; Log incidents with required detail; Diagnose errors and problems using knowledge articles; Escalate unresolved issues to L3 or third-party vendors; Update incident progress and resolution details in the tracking platform; Follow handover procedures for shift changes
Seniority
Mid-level, hands-on IC