Support Engineer


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.


• 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


• 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


• 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!


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

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