Managed Collaboration Engineer

Insight; Pasig; On-site; PHP 500,000 - 900,000; Full time

Job summary

Insight Manila seeks an experienced L2/L3 Collaboration Engineer to support Cisco Call Manager, Unity Connection and UCCX, along with MS Teams, from our Pasig office. You will triage incidents, manage tickets, and coordinate with US managers and vendors to resolve complex issues.

You will communicate progress to clients, provide remediation recommendations, and work across data center, security, and networking domains to ensure service levels and customer satisfaction.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• At least 3 years of experience in ticket management and collaboration engineering.
• Experience with ITSM concepts and ticketing systems; strong client handling skills.

Responsibilities

• Operate Cisco Call Manager, Unity Connection, UCCX and MS Teams.
• Perform initial triage for incidents and escalations.
• Handle MACD and incidents within SLA.
• Interact with ABB clients via emails and calls.
• Provide remote assistance via remote desktop sharing.
• Collaborate with senior staff and third-party vendors for escalated issues.
• Create and update ticket documentation; generate weekly reports.

Skills

English communication

multitasking

client handling

team collaboration

adaptability

Education

Bachelor’s Degree in Electronic Engineering/Computer Engineering or related

Tools

Cisco Call Manager

Cisco Unity Connection

Cisco UCCX

MS Teams

UCCE/PCCE

CUIC

CVP

I CM / CVP Expressways & Gateways

SIP & SIP debugging

Call scripting (UCCX/UCCE)

CUSP

SQL/Informix queries

Job description

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.

Requisition Number: 106785

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

What you’ll need to join Insight

• 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. 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 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.com

• 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. 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.

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