Our Client is looking for a Level 2 UC Engineers to be baseed on their cusotmer's site. The UC Engineer will take responsibility for medium to high complexity incidents, whilst also keeping track of the resolutions of all incidents escalated to senior levels of support. As well as ensuring that SLAs are consisntely met and extensive diagnostic work is carried out, the Level 2 Support Engineer will manage all relevant documentation. The successful Candidate must be CCNA qualified with a proven track record of working within ICT organizations, and strong knowledge and experience of Cisco UC technologies.
Responsibilities & Requirements
Ensure client’s IT infrastructure and systems remain operational.
Focus on support for medium to high complexity incidents.
Keep track of resolutions of all incidents escalated to senior levels of support.
Ensure zero missed SLA conditions.
Undertake technical and service management tasks.
Complete extensive technical diagnostic work.
Undertake proactive activities such as change impact assessments and root cause analysis.
Resolve client requests quickly by mediating between other support teams.
Help train other team members in your areas of expertise.
Manage the team’s customers’ network/system documentation to a high standard.
Carry out Service and Technical Management reporting.
Ensure the department runs smoothly by carrying out related administrative tasks.
Meet operational OLAs supporting customer SLAs.
Keep all information correctly documented in the CRM system.
Provide accurate reports and documentation.
Degree level education in a relevant field.
CCNA Certification is required.
Excellent knowledge of Cisco UC technologies such as Jabber, Video and CUCM.
Successful track record within an ICT company.
Outstanding troubleshooting and problem-solving skills.
Self-motivated and driven with the ability to work well independently.
Strong customer service skills.
Organised and can efficiently prioritise own workload.
Adaptable to changing environment, workloads and priorities.
Ability to work effectively in a demanding environment.
Strong team player with the ability to work with a variety of people.
Outstanding communication skills.
Able to achieve objects by successfully negotiating.