Managed Collaboration Engineer

Insight Enterprises; Pasig; On-site; PHP 600,000 - 960,000; Full time

Job summary

Insight Enterprises is seeking a Collaboration Engineer to deliver level 1–3 break/fix support for our clients. You will manage Cisco Call Manager, Cisco Unity, UCCX, and MS Teams incidents while coordinating with US managers and third-party vendors.

Responsibilities include triage, remote assistance, ticket documentation, and weekly reporting. The role requires strong English communication skills and experience with ITSM and VoIP technologies.

Qualifications

• Bachelor’s degree in Electronics Engineering, Computer Engineering, or related studies, from four-year college or university.
• At least 3 years of experience in ticket management and collaboration engineering.
• Strong written and verbal English communications skills.
• Experience with ITSM concepts and ticketing systems.
• Experience with Cisco Call Manager, Unity Connection, UCCX, and MS Teams is preferred.

Responsibilities

• Provide level 1–3 break/fix collaboration support for clients.
• Perform remote management tasks and communicate progress to clients.
• Escalate issues to senior teams as needed and document tickets.
• Generate weekly ticket reports and track resolutions.
• Engage with clients via emails and calls to ensure SLA compliance.
• Work with vendors and US managers as required.

Skills

ITSM concepts

Ticket management

Remote troubleshooting

Client handling

English communication

Cisco Call Manager

Microsoft Teams

SIP/H.323

Education

Bachelor’s degree in Electronics/CS/CE

Tools

Expressways

Gateways/CUBE

CUIC

UCCX admin

UCCE/PCCE admin

CVP Call Studio

Calabrio

Job description

Requisition Number: 106785L2 Collaboration EngineerPosition OverviewAs 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 InsightThe 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 SupportWhat you’ll need to join InsightGeneral Requirements:Bachelor’s Degree in Electronic Engineering, Computer Engineering, or other related studies, from four-year College or UniversityFor 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 objectivesStrong written and verbal English communications skillsAble to successfully manage multiple prioritiesProven ability to communicate effectively across all levels of the organizationStrong commitment to company values and operating principlesTechnical 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 ConnectionCisco UCCX administration CUIC 11.5 (UCCX and stand-alone)UCCE/PCCE administration 10.5/6+MS TeamsCall scripting experience within both UCCX and UCCE/PCCECVP and ICM experienceKnowledge/experience with Cisco Unified SIP Proxy (CUSP)Knowledge of SIP and SIP debuggingGeneral knowledge of dial-plan design and Call Manager administrationExperience 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.PreferredIndustry 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. For a comprehensive list of physical demands and work environment for this position, click here.About InsightToday, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology 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 at insight.comFounded in 1988 in Tempe, Arizona11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions for organizations across the globe$8.3 billion in revenue in 2020Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the YearRanked #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 WorkToday's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.comInsight 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.