Managed Collaboration Engineer

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

Job summary

Insight Enterprises, Inc. is hiring a Managed Collaboration Engineer in Pasig, Philippines. You will provide level 1–3 break/fix collaboration support for diverse clients, perform remote management tasks, and work with data center, virtualization, networking, and security technologies.

The role requires strong English communication, ITSM experience, and Cisco/UCCX/UCCE/MS Teams proficiency. Expect collaboration with US managers and cross-functional teams.

Qualifications

• Bachelor's degree in Electronic/Computer Engineering or related field.
• 8+ years of related work experience if no degree.
• 3+ years in ticket management and collaboration engineering.

Responsibilities

• Operate Cisco Call Manager, Unity Connection, UCCX and MS Teams.
• Perform initial triage for major incidents and escalations.
• Handle MACD incidents within SLA.
• Engage ABB clients via emails and calls.
• Assist clients via remote desktop sharing.
• Collaborate with US-based senior consultants and vendors for escalated issues.
• Create, update and track ticket documentation.
• Generate weekly ticket reports.
• Other duties as assigned.
• Reports directly to US managers.

Skills

ITSM concepts

Ticket management

Cisco Call Manager

MS Teams

VoIP protocols

Remote support

UCCX/UCCE admin

SIP debugging

Call scripting

CVP ICM

Education

Bachelor's in Engineering or related

8+ related work experience

Tools

Cisco Unity Connection

Cisco UCCX

MS Teams

Expressways/Gateways/CUBE

Calabrio QoM/WO

CVP

Job description

Select how often (in days) to receive an alert:

Managed Collaboration Engineer

Pasig, PH

Requisition Number: 105237

L2 Collaboration Engineer

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.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position,click here .

About Insight

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight IntelligentTechnology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more atinsight.com

• Founded in 1988 in Tempe, Arizona
• 11,000+ teammates in 19countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
• $8.3 billion in revenue in 2020
• Ranked #409on theFortune 500, #15on 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 leadstomorrow's success. Learn about careers at Insight:jobs.insight.com

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.

Job Segment: Supply Chain, Cisco, Telecommunications, Virtualization, CCNA, Operations, Technology