Collaboration Engineer (MS Teams) - Nightshift

Insight; Pasig; On-site; PHP 420,000 - 660,000; Full time

Job summary

Insight Manila, located in Ortigas Center Pasig, is seeking a Collaboration Engineer to provide tier1-3 support for clients, handling Cisco Call Manager, Unity, UCCX and MS Teams, plus remote management tasks.

The role involves triage, incident handling, ticketing, and collaborating with US managers and vendors, with emphasis on ITSM, SIP technologies and security compliance. A degree in electronics/engineering or related field is preferred.

Qualifications

• Bachelor’s degree in Electronic or Computer Engineering or related studies.
• 8+ years work experience for non-degree holders.
• Minimum 3 years in ticket management, collaboration engineering, remote troubleshooting, client handling.
• Ability to adapt to rapidly changing requirements and operational objectives.
• Strong written and verbal English communication.
• Able to manage multiple priorities and communicate across all levels.
• Commitment to company values and operating principles.
• Experience with ITSM concepts and ticketing systems.
• Experience with remote access tools and security protocol compliance.
• Experience with Cisco UC products and MS Teams.
• Calabrio, CVP, ICM, SQL/Informix knowledge a plus.

Responsibilities

• Provide level1-3 break/fix collaboration support for clients.
• Perform remote management tasks for clients.
• Triage major incidents and escalations.
• Handle MACD incidents within SLA.
• Communicate progress to clients and coordinate with senior consultants.
• Maintain ticket documentation and weekly reports.
• Collaborate with US managers and other vendors.
• Work with data center, virtualization, networking, security, storage technologies.
• MS Teams support.
• Other duties as assigned.

Skills

Ticket management

Collaboration engineering

Remote troubleshooting

Client handling

English communication

Multi-priority management

Cross-team collaboration

Education

Bachelor's Degree in Electronic/Computer Engineering

8+ years related experience without degree

Tools

Cisco Call Manager

Cisco Unity Connection

Cisco UCCX

MS Teams

Expressways/CUBE

SIP/H.323

Calabrio WFO

SQL/Informix

Job description

Position Overview

As a support engineer under CWF, you will provide level1,2 & 3 break/fix collaboration support for various clients, in addition to performing remote management tasks for theaforementioned clients. There will be bothtoolsas well as user reported incidents, escalating issues for junior teammates as needed. Work directly with the client to communicate progress on tasks and provide recommendationstotheir infrastructure. The department is not limited to collaboration either – expect to work with datacenter, data protection, virtualization, networking, security,storage technologies as well.

Whatyou’lldo at Insight

• TheCollaboration Engineerwillbe responsible foroperating CiscoCall Manager,Cisco UnityConnection,CiscoUCCXand MicrosoftTeams.

• Performsinitial triagefor major incidents andescalations.

• Handles MACDand incidents for clientswithin SLA.

• Engageswith ABBclients viadifferent touchpointssuch as emailsand calls.

• Assiststhe clientvia remotedesktop sharing.

• Collaborates with higher tierof support (USSeniorConsultants, third party vendors)forclient’sescalated issues.

• Creates, updates,and tracksticket documentation.

• Generatesweekly reportofticketsaccumulated.

• Other duties as assigned.

• Reports directly to US managers.

• MS TeamsSupport

Whatyou’llneed to join Insight

General Requirements:

• Bachelor’s Degree inElectronic Engineering,Computer Engineering, or other related studies, from four-year College orUniversity

• For non-degree holders,8+related work experience isrequired.

• At least3years of experience inticket management,collaboration engineering,remote trouble shooting, client handling,and otherrelated experience.

• Able to thrive in an environment characterized by rapidly changing requirements and an ongoing focus on meeting operational objectives

• Strong written and verbalEnglishcommunications skills

• Able to successfully manage multiple priorities

• Proven ability to communicate effectively across all levels of the organization

• Strong commitment to company values and operating principles

Technical Requirements:

• Solid knowledge with ITSM concepts and experience with ticketingsystem.

• Experience working with remote access tools andunderstanding ofsecurity protocols compliance.

• Experience using Expressways, Gateways/CUBE, advanced knowledge in VoIP protocols such as SIP or H.323.

• Technical experience in using:

• Cisco Call Manager 10.5 or higher.

• Cisco Unity Connection

• Cisco UCCX administration CUIC 11.5 (UCCX and stand-alone)

• UCCE/PCCE administration 10.5/6+

• MS Teams

• Call scripting experience within both UCCX and UCCE/PCCE

• CVP and ICM experience

• Knowledge/experience with Cisco Unified SIP Proxy (CUSP)

• Knowledge of SIP and SIP debugging

• General knowledge of dial-plan design and Call Manager administration

• Experience with Enterprise Chat and Email, Courtesy Call Back, Post Call Survey, and Calabrio Quality Management/Workforce Optimization, CVP Call Studio, SQL and Informix queries area hugeplus.

Preferred

• Industry recognized certifications. ITIL,CCNA,Microsoft technology certificates, others.

• Experience supporting or workingwithvendors/third party consultants.

Insight Manila Location: 10F-11F Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605.