Support Engineer

VACANCY DESCRIPTION

Support Engineer is part of Centre of Excellence (CoE) team and is responsible for providing engineering support to customer and sites with UCC technology implemented globally.

DUTIES

• Provide day-to-day support, proactive maintenance, and perform independent complex system troubleshooting
• DID Management - manage DID threshold levels at each site
• Work with site contacts and local voice ops teams to clean up DIDs on the PBX systems
• Initiate DID & circuit ordering process and execute follow-up on them
• Address adds, moves, and changes (MACDs) requests for UCC related items
• Monitor the UCC request mailbox
• Communicate with customer, users, vendors, Internal teams on daily basis
• Drive issues to resolution to meet customer service level agreements and customer expectations
• Raise technical change requests
• Incident & Problem Management and liaise with support organisations to solve and communicate on incidents
• Act as centralised team to capture logs of issues
• Recognise trends and patterns in accumulated incidents and identify the problem that had caused incident occurrence (if applicable) – fixing a problem on broader level is a preventive approach.
• Provide feedback on identified problem areas as a part lessons learned process
• Provide input to Root Cause Analysis (RCA) Report / Post Mortem (PM) Reports
• Provide feedback on the use of the tools, processes & procedures to further improve the service levels

REQUIREMENTS

• Willingness to work on shifts and on call duty
• Experience with delivering Telecom Projects and Network/Voice implementation - IPT, WAN & LAN
• Knowledge of traditional TDM Voice / telephony and IP telephony
• Knowledge of Cisco networking, practical experience would be an advantage
• Knowledge of telecommunications carriers: circuit types, circuit interfaces, circuit problem - would be an advantage
• Adaptable mindset
• Willingness to learn

WHAT WE OFFER

• Dedication to support you in your career growth
• Competitive salary
• International environment
• Flexible Working Hours, remote during pandemics
• Referral Program
• Private Health Care
• Benefit Plus / Multisport Card
...and much more!

Salary

Min. 1130 EUR gross/ month, depending on candidate's seniority. Date of start on January 1st, 2021.

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