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Unified Communications Support Engineer
Resonate Services s.r.o.
Place of work
Košice
Košice
Contract type
full-time
full-time
Start date
dohodou
dohodou
Wage (gross)
1 300 EUR/monthNegotiable - Based on skillset and interview outcome
1 300 EUR/monthNegotiable - Based on skillset and interview outcome
Information about the position
Job description, responsibilities and duties
The Unified Communications Support Engineer will work within Operations team to provide both proactive & reactive support and will be the responsible in managing the daily operations of the Communication and Messaging Services globally. The services within Communication services include but are not limited to Skype for Business environment, O365 environment, 3rd party advanced call distribution functions, call recoding and monitoring management platform.
KEY ACCOUNTIBILITIES:
• Provide remote re-active and pro-active support for Unified Communication Infrastructure and its elements.
• Focus on rapid identification and resolution of critical customer issues
• Provide second level support to Resonate customers and partners
• Answer questions and perform triage on incident tickets
• Document each customer interaction using Resonate or Customers CRM ticket management system
• Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA)
• Responsible for supporting the service globally ensuring the communication and messaging services infrastructure meets the business agreed SLA and on-time to provide quality service support globally.
• Providing support, both functionally and technically, for communication applications (client and server side), for both customers and partners having direct contact with system engineers for reporting feature enhancements and new implementation considerations.
• Providing knowledge transfer and mentoring to junior staff
• In addition, Unified Communications Support Engineer may be involved in various design related
tasks and project related work.
• Engineer will have various advisory, design and implementation duties within the Microsoft Unified Communications solutions, with a specific focus on Skype for Business / MS Teams.
KEY ACCOUNTIBILITIES:
• Provide remote re-active and pro-active support for Unified Communication Infrastructure and its elements.
• Focus on rapid identification and resolution of critical customer issues
• Provide second level support to Resonate customers and partners
• Answer questions and perform triage on incident tickets
• Document each customer interaction using Resonate or Customers CRM ticket management system
• Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA)
• Responsible for supporting the service globally ensuring the communication and messaging services infrastructure meets the business agreed SLA and on-time to provide quality service support globally.
• Providing support, both functionally and technically, for communication applications (client and server side), for both customers and partners having direct contact with system engineers for reporting feature enhancements and new implementation considerations.
• Providing knowledge transfer and mentoring to junior staff
• In addition, Unified Communications Support Engineer may be involved in various design related
tasks and project related work.
• Engineer will have various advisory, design and implementation duties within the Microsoft Unified Communications solutions, with a specific focus on Skype for Business / MS Teams.
Employee perks, benefits
Various company benefits
Requirements for the employee
Candidates with education suit the position
University student
University education (Bachelor's degree)
University education (Master's degree)
University education (Bachelor's degree)
University education (Master's degree)
Educational Specialization
IT, Telecommunication, Networking, System Admin
Language skills
English - Intermediate (B1)
The position is suitable for a fresh graduate
Yes
Personality requirements and skills
KNOWLEDGE, SKILLS AND COMPENTENCIES
• Strong analytical ability, judgment and problem analysis techniques.
• Organizational and troubleshooting skills with attention to detail.
• Strong ability to understand client expectations and to resolve issues that may affect system stability.
• Strong written and verbal communication skills with the ability to communicate technical proposals to management.
• Strong interpersonal skills with the ability to work effectively in a matrixed organization.
• Self-starter, with a demonstrated ability to learn beyond formal training with a strong aptitude for delivering
quality service.
• Skills and experience in working independently, determining methods and procedures on new assignments.
• Skills and experience dealing with high pressure situations and quick changing circumstances, telecom background is a plus.
• Position does require work on different shifts, on-call work and weekend shifts.
• Must be able to obtain and maintain identified industry certifications for designated technology being supported.
• Flexible, Analytical mind, Problem solver, Team player
TECHNICAL & PROFESSIONAL QUALIFICATION EXPERIENCE REQUIREMENTS
• Desired knowledge of Voice over IP solutions
• Desired knowledge and practical experience in
Unified Communications field – Microsoft Skype for Business, Microsoft Teams, SBCs, Contact Center Solutions and IP Phones
• Decent understanding of Networking
• 2 years minimum, in Unified Communications field
• Strong communication in English
• Strong analytical ability, judgment and problem analysis techniques.
• Organizational and troubleshooting skills with attention to detail.
• Strong ability to understand client expectations and to resolve issues that may affect system stability.
• Strong written and verbal communication skills with the ability to communicate technical proposals to management.
• Strong interpersonal skills with the ability to work effectively in a matrixed organization.
• Self-starter, with a demonstrated ability to learn beyond formal training with a strong aptitude for delivering
quality service.
• Skills and experience in working independently, determining methods and procedures on new assignments.
• Skills and experience dealing with high pressure situations and quick changing circumstances, telecom background is a plus.
• Position does require work on different shifts, on-call work and weekend shifts.
• Must be able to obtain and maintain identified industry certifications for designated technology being supported.
• Flexible, Analytical mind, Problem solver, Team player
TECHNICAL & PROFESSIONAL QUALIFICATION EXPERIENCE REQUIREMENTS
• Desired knowledge of Voice over IP solutions
• Desired knowledge and practical experience in
Unified Communications field – Microsoft Skype for Business, Microsoft Teams, SBCs, Contact Center Solutions and IP Phones
• Decent understanding of Networking
• 2 years minimum, in Unified Communications field
• Strong communication in English
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: 3964223
Dátum zverejnenia: 7.1.2021
2021-01-07
lokalita: Košice Pozícia: IT Analyst, IT Consultant, IT/Technical Support Specialist, Systems Engineer Spoločnosť: Resonate Services s.r.o.
Základná zložka mzdy (brutto): 1 300 EUR/month