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CISCO L2 Support Engineer (24/7 - Shift Based)
Resonate Services s.r.o.
Place of work
Štúrova 50, Košice, Slovakia (Job with occasional home office)
Štúrova 50, Košice, Slovakia (Job with occasional home office)
Contract type
full-time
full-time
Start date
ASAP
ASAP
Wage (gross)
From 1 400 EUR/monthNegotiable - Based on skillset and interview outcome
From 1 400 EUR/monthNegotiable - Based on skillset and interview outcome
Information about the position
Job description, responsibilities and duties
Job description, responsibilities and duties
The candidate will be responsible for the analysis, troubleshooting, support, and resolving customer escalated issues of their communication infrastructure based on Cisco Unified Communications. The candidate will also support Unified Communications solutions and applications related to Skype for Business Server, MS Teams or other designated voice, video and data applications.
Candidate must be a team player, problem solver and well organized. The position requires independence and accountability as well as a collaborative effort. Candidate must be able to obtain and maintain identified industry certifications for designated technology being supported; must have excellent communication and customer service skills.
Highlights of Responsibilities
• Preparation, planning, implementation, troubleshooting, documentation and communication of all technical elements required to provide world-class voice solutions to our high-profiled customer
• Providing high level and detailed voice designs as integrated solutions
• Translating customer requirements into technical solutions and functional specifications
• Ensuring and demonstrating compliance with the customer and Resonate’s security and change policies
• Providing steady state design & implementation support
• Maintaining voice service and site-specific documentation
• Provide remote re-active and pro-active support for Unified Communications Infrastructure and its elements
• Focus on rapid identification and resolution of critical customer issues
• Provide first level support to Resonate customers and partners
• Support the implementation part of projects in transitions or transformation of sites or voice services
• Answer questions and perform initial triage on incident tickets
• Document each customer interaction using SNOW ticket management system
• Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA)
Candidate must have:
• Experience in voice area and solid hands-on knowledge to be able to implement designed solutions based on Cisco equipment
• Knowledge of Cisco Unified Communications manager, Cisco gateway routers, analog voice gateways, trading turret phones (Speakerbus), PBXes, dial plan, numbering plan, call routing, manipulation & presentation, calling privileges, path selection, end user features
• Experience with troubleshooting of the end user issues, telephony systems issues
• Preferably CCNP Collaboration certified
• Good understanding of Microsoft Windows Environment and Services
The Unified Communications Support Engineer will work within the Operations team to provide both proactive & reactive support and will be responsible for managing daily operations of the Communication and Messaging Services globally. The provided services include implementation, administration and maintaining of Cisco Unified Communications systems including but not limited to CUCM, CUC, Unity, UCCE, VG, CUBE, as well as Skype for Business, Office 365, MS Teams environment, third party advanced call distribution functions, call recording and monitoring management platforms.
The candidate will be responsible for the analysis, troubleshooting, support, and resolving customer escalated issues of their communication infrastructure based on Cisco Unified Communications. The candidate will also support Unified Communications solutions and applications related to Skype for Business Server, MS Teams or other designated voice, video and data applications.
Candidate must be a team player, problem solver and well organized. The position requires independence and accountability as well as a collaborative effort. Candidate must be able to obtain and maintain identified industry certifications for designated technology being supported; must have excellent communication and customer service skills.
Highlights of Responsibilities
• Preparation, planning, implementation, troubleshooting, documentation and communication of all technical elements required to provide world-class voice solutions to our high-profiled customer
• Providing high level and detailed voice designs as integrated solutions
• Translating customer requirements into technical solutions and functional specifications
• Ensuring and demonstrating compliance with the customer and Resonate’s security and change policies
• Providing steady state design & implementation support
• Maintaining voice service and site-specific documentation
• Provide remote re-active and pro-active support for Unified Communications Infrastructure and its elements
• Focus on rapid identification and resolution of critical customer issues
• Provide first level support to Resonate customers and partners
• Support the implementation part of projects in transitions or transformation of sites or voice services
• Answer questions and perform initial triage on incident tickets
• Document each customer interaction using SNOW ticket management system
• Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA)
Candidate must have:
• Experience in voice area and solid hands-on knowledge to be able to implement designed solutions based on Cisco equipment
• Knowledge of Cisco Unified Communications manager, Cisco gateway routers, analog voice gateways, trading turret phones (Speakerbus), PBXes, dial plan, numbering plan, call routing, manipulation & presentation, calling privileges, path selection, end user features
• Experience with troubleshooting of the end user issues, telephony systems issues
• Preferably CCNP Collaboration certified
• Good understanding of Microsoft Windows Environment and Services
The Unified Communications Support Engineer will work within the Operations team to provide both proactive & reactive support and will be responsible for managing daily operations of the Communication and Messaging Services globally. The provided services include implementation, administration and maintaining of Cisco Unified Communications systems including but not limited to CUCM, CUC, Unity, UCCE, VG, CUBE, as well as Skype for Business, Office 365, MS Teams environment, third party advanced call distribution functions, call recording and monitoring management platforms.
Employee perks, benefits
Annual salary review based on performance
Variable yearly bonus depending on reaching company`s objectives
Trainings and development opportunities - upskilling and reskilling
Teambuilding activities
Possibility of career growth
Referral bonus
Multisport card
Home office
2 extra vacation days after 2 years with the company
2 paid days off per year when involved in charitable events
Contribution to the third pension pillar
Company breakfast every Thursday
Reimbursement of the monthly pass for local public transport
Variable yearly bonus depending on reaching company`s objectives
Trainings and development opportunities - upskilling and reskilling
Teambuilding activities
Possibility of career growth
Referral bonus
Multisport card
Home office
2 extra vacation days after 2 years with the company
2 paid days off per year when involved in charitable events
Contribution to the third pension pillar
Company breakfast every Thursday
Reimbursement of the monthly pass for local public transport
Requirements for the employee
Candidates with education suit the position
University education (Bachelor's degree)
University education (Master's degree)
University education (Master's degree)
Educational Specialization
IT, Telecommunication, Networking, System Admin
Language skills
English - Upper intermediate (B2)
Personality requirements and skills
We are looking for people who:
• Strong analytical thinking, judgment and problem analysis techniques
• Organizational and troubleshooting skills with attention to detail
• Flexible pro-client approach to resolve issues that may affect system stability
• Good written and verbal communication skills to express technical proposals to management and end customers
• Strong interpersonal and intrapersonal skills with the ability to work effectively in a matrixed organization
• Self-starter with a demonstrated ability to learn beyond formal trainings with a strong aptitude for delivering quality service
• Skills and experience with working independently, determining methods and procedures on new assignments
• Stress resistant and able to work under pressure
• Eager to learn and gain expertise especially in the UCC environment
• Strong analytical thinking, judgment and problem analysis techniques
• Organizational and troubleshooting skills with attention to detail
• Flexible pro-client approach to resolve issues that may affect system stability
• Good written and verbal communication skills to express technical proposals to management and end customers
• Strong interpersonal and intrapersonal skills with the ability to work effectively in a matrixed organization
• Self-starter with a demonstrated ability to learn beyond formal trainings with a strong aptitude for delivering quality service
• Skills and experience with working independently, determining methods and procedures on new assignments
• Stress resistant and able to work under pressure
• Eager to learn and gain expertise especially in the UCC environment
Advertiser
Brief description of the company
Resonate is an experienced team of experts in Unified Communications. We developed the expertise by leading the delivery of the largest and most complex solution in the world for one of the world’s largest companies.
In doing so, we’ve worked alongside many industry experts and exceptionally talented people within our own organization. Resonate is all about bringing that expertise and those relationships together for our customers to help them achieve tremendous cost savings whilst enabling innovation and removing legacy solutions.
We have seen a staggering growth in the last five years with an increasing demand for our quality services in the UC arena, which has been even further accelerated with the Covid pandemic. This growth is set to rise hence our requirement for top class talent to help grow the company to new heights.
In doing so, we’ve worked alongside many industry experts and exceptionally talented people within our own organization. Resonate is all about bringing that expertise and those relationships together for our customers to help them achieve tremendous cost savings whilst enabling innovation and removing legacy solutions.
We have seen a staggering growth in the last five years with an increasing demand for our quality services in the UC arena, which has been even further accelerated with the Covid pandemic. This growth is set to rise hence our requirement for top class talent to help grow the company to new heights.
Number of employees
50-99 employees
ID: 4078277
Megjelentetés dátuma: 19.1.2023
2023-01-19
Régió: Košice Pozíció: IT Analyst, IT Consultant, IT/Technical Support Specialist, Systems Engineer Cég: Resonate Services s.r.o.
Alapbér (bruttó): 1 400 EUR/month