Collaboration Engineer: Cisco UC & MS Teams Expert

Cyod; Pasig; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Insight Manila in Pasig City, Metro Manila, Philippines, is seeking an L2 Collaboration Engineer to provide level 1-3 break/fix collaboration support for diverse clients, including remote management tasks. You will work across data center, data protection, virtualization, networking, security and storage technologies.

The role requires a Bachelor’s degree in Electronic or Computer Engineering or 8+ years of related experience.

Qualifications

• Bachelor's degree in Electronic/Computer Engineering or related field.
• 8+ years of related work experience for non-degree holders.
• 3+ years of experience 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 for escalated issues.
• Create, update, and track ticket documentation.
• Generate weekly report of tickets accumulated.
• Reports directly to US managers.

Skills

Ticket management

Collaboration engineering

Remote troubleshooting

Client handling

English communication

Education

Bachelor's Degree in Electronic/Computer Engineering

8+ years related work experience (non-degree)

Tools

ITSM concepts

Ticketing systems

Cisco Call Manager

UCCX/UCCE administration

VoIP SIP/H.323

Expressways/Gateways

MS Teams

Calabrio WFO

SQL/Informix queries

Job description

Insight Manila in Pasig City, Metro Manila, Philippines, is seeking an L2 Collaboration Engineer to provide level 1-3 break/fix collaboration support for diverse clients, including remote management tasks. You will work across data center, data protection, virtualization, networking, security and storage technologies.

The role requires a Bachelor’s degree in Electronic or Computer Engineering or 8+ years of related experience.