Support Engineer

JOB 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.

RESPONSIBILITIES:
• 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 in order 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 in incidents and make it into a problem, requiring fixes on broader level and not only individual (provide feedback as 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

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

Recruitment process via Skype platform.
Looking forward to your application.