Managed Collaboration Engineer

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 

What you’ll need to join Insight 

General Requirements: 

• 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.