Collaboration Engineer: Cisco & MS Teams Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an L2 Collaboration Engineer in the Philippines to provide level 1–3 break/fix collaboration support for diverse clients, plus remote management tasks. You will work with data center, networking, security, and communications tools to resolve incidents and communicate progress to clients.

Responsibilities include operating Cisco Call Manager, Unity Connection, UCCX and MS Teams; triaging major incidents; handling SLA-driven tickets; and collaborating with US senior

Qualifications

• Bachelor's degree in Electronic Engineering or Computer Engineering.
• 8+ years related work experience for non-degree holders.
• 3+ years in ticket management, collaboration engineering, remote troubleshooting, and client handling.

Responsibilities

• Operate Cisco Call Manager, Cisco Unity Connection, Cisco UCCX and MS Teams.
• Perform initial triage for major incidents and escalations.
• Handle MACD and incidents for clients within SLA.
• Engage with ABB clients via emails and calls.
• Assist the client via remote desktop sharing.
• Collaborate with higher tier of support (US Senior Consultants, third party vendors) for escalated issues.
• Create, update, and track ticket documentation.
• Generate weekly report of tickets accumulated.

Skills

English communication

Multitasking

Client handling

Education

Bachelor's degree in Electronic Engineering or Computer Engineering

Tools

Cisco Call Manager

Cisco Unity Connection

Cisco UCCX

MS Teams

ITSM ticketing systems

Expressways

SIP/H.323

UCCX CUIC

CVP Call Studio

Calabrio QM/Workforce

Job description

Hammerjack Pty Ltd is seeking an L2 Collaboration Engineer in the Philippines to provide level 1–3 break/fix collaboration support for diverse clients, plus remote management tasks. You will work with data center, networking, security, and communications tools to resolve incidents and communicate progress to clients.

Responsibilities include operating Cisco Call Manager, Unity Connection, UCCX and MS Teams; triaging major incidents; handling SLA-driven tickets; and collaborating with US senior