Managed Collaboration Engineer

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

Requisition Number: 105237

L2 Collaboration Engineer

Position Overview

As a support engineer under CWF, you will provide level 1,2 & 3 break/fix collaboration support for various clients, in addition to performing remote management tasks for the aforementioned clients. There will be both tools as well as user reported incidents, escalating issues for junior teammates as needed. Work directly with the client to communicate progress on tasks and provide recommendations to their infrastructure. The department is not limited to collaboration either - expect to work with data center, data protection, virtualization, networking, security, storage technologies as well.

What you’ll do at Insight

• 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 (US Senior Consultants, third party vendors) for client’s escalated issues.
• Creates, updates, and tracks ticket documentation.
• Generates weekly report of tickets accumulated.
• Other duties as assigned.
• Reports directly to US managers.
• MS Teams Support

General Requirements:

• Bachelor's Degree in Electronic Engineering, Computer Engineering, or other related studies, from four-year College or University.
• For non-degree holders, 8+ related work experience is required.
• At least 3 years of experience in ticket management, collaboration engineering, remote trouble shooting, client handling, and other related experience.
• Able to thrive in an environment characterized by rapidly changing requirements and an ongoing focus on meeting operational objectives.
• Strong written and verbal English communications 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 ticketing system.
• Experience working with remote access tools and understanding of security 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 are a huge plus.

Preferred

• Industry recognized certifications. ITIL, CCNA, Microsoft technology certificates, others.
• Experience supporting or working with vendors/third party consultants.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight.

About Insight

• Founded in 1988 in Tempe, Arizona
• 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
• $8.3 billion in revenue in 2020
• Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
• 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
• Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work

Today's talent leads tomorrow's success.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

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