Collaboration Engineer, MS Teams & UCX Expert

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

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.