Collaboration Engineer: Remote ITSM & VoIP Support

Insight; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Insight Manila seeks a L2 Collaboration Engineer to support and manage client collaboration platforms. You will operate Cisco Call Manager, Cisco Unity Connection, Cisco UCCX and MS Teams, triage major incidents, and escalate as needed.

You’ll handle tickets, communicate progress, and ensure SLA adherence. Ideal candidates have a relevant engineering degree or 8+ years of related work, with strong English communication and ability to juggle multiple priorities.

Qualifications

• Bachelor’s Degree in Electronic Engineering, Computer Engineering, or related studies.
• 8+ related work experience for non-degree holders may be required.
• Strong written and verbal English communications skills.
• Ability to thrive with changing requirements and meet objectives.

Responsibilities

• The Collaboration Engineer will be responsible for operating Cisco Call Manager, Cisco Unity Connection, Cisco UCCX and Microsoft Teams.
• Performs initial triage for major incidents and escalations.
• Handles MACD and incidents for clients within SLA.
• Engages with ABB clients via different touchpoints such as emails and calls.
• Assists the client via remote desktop sharing.
• Collaborates with higher tier of support for client’s escalated issues.
• Creates, updates, and tracks ticket documentation.
• Generates weekly report of tickets accumulated.
• Reports directly to US managers.

Skills

Strong written and verbal English comm

Able to manage multiple priorities

Proven ability to communicate across

Strong commitment to company values

Education

Bachelor’s Degree in Electronic Engineering, Computer Engineering, or other related studies

Tools

Cisco Call Manager 10.5+

Cisco Unity Connection

Cisco UCCX CUIC 11.5

UCCE/PCCE administration

MS Teams

Job description

Insight Manila seeks a L2 Collaboration Engineer to support and manage client collaboration platforms. You will operate Cisco Call Manager, Cisco Unity Connection, Cisco UCCX and MS Teams, triage major incidents, and escalate as needed.

You’ll handle tickets, communicate progress, and ensure SLA adherence. Ideal candidates have a relevant engineering degree or 8+ years of related work, with strong English communication and ability to juggle multiple priorities.