Smart Hands Engineer
About The Position
The Collaboration Service Delivery Field Support Engineer (L2) is a developing engineering role that provides professional second-line remote and/or onsite technical support and field engineering services to clients. The role proactively identifies and resolves technical incidents and problems, restores client services through incident management and resolution, and aims to ensure requests, process events, and incidents meet Service Level Agreement (SLA) conditions without misses. The engineer manages standard and low-complexity incidents, performs routine tasks using readily available information, and follows standard practices and procedures. The role includes configuring, installing, testing, and maintaining client-site infrastructure and related software, diagnosing incidents, coordinating with stakeholders, and ensuring timely updates, escalation, and handovers.
Requirements
- Good verbal and written communication skills.
- Ability to plan activities and projects in advance while accounting for changing circumstances.
- Ability to maintain a positive outlook at work.
- Ability to work effectively in a pressurized environment.
- Ability to work hard and put in longer hours when necessary.
- Ability to use active listening techniques, including paraphrasing to confirm understanding, probing for relevant information, and refraining from interrupting.
- Ability to adapt to changing circumstances.
- Ability to put clients at the forefront of interactions, understand their requirements, and create a positive client experience throughout the client journey.
- Bachelor's degree or equivalent in Information Technology, Computing, or a related field.
- Valid CCNP Collaboration certification.
- Moderate-level experience with collaboration technologies, including call managers, voice gateways, call recording, scripting, messaging, VOIP, and IP telephony.
- Moderate-level experience providing technical support to clients.
- Moderate-level experience in diagnosis and troubleshooting.
- Moderate-level experience providing remote support in collaboration technologies.
- Moderate-level experience with relevant technology, including Cisco and its product stack, SBCs such as AudioCodes and Oracle, CUBEs, and Webex Calling.
- Basic understanding of network routing and switching.
Nice To Haves
- Microsoft Voice certifications (MS700 and MS720) are advantageous.
- Valid Webex Calling and Webex Contact Centre certifications are preferred.
Responsibilities
- Configure, install, test, and ensure the operation of assigned infrastructure at client sites.
- Install and configure solution software according to client requirements.
- Identify problems and errors proactively and log incidents promptly with the required level of detail.
- Liaise with stakeholders, including client IT environments, carriers, and colleagues, to diagnose errors and identify resolutions.
- Investigate assigned second-line support calls and identify incident and problem root causes using knowledge articles.
- Respond to and diagnose alerts, escalating to an L3 Field Engineer when unable to resolve them within the stipulated time.
- Update incidents with progress and resolution details promptly using the required platform.
- Resolve incidents and requests efficiently and comprehensively.
- Use tools, techniques, and processes to track, log, report, and correct configuration items, components, and changes.
- Investigate problems in systems, processes, and services, and assist with implementing agreed remedies and preventative measures.
- Provide second-line remote and onsite technical support to clients.
- Provide second-line field engineering services to clients.
- Report and escalate issues to third-party vendors when necessary.
- Follow handover procedures during shift changes to ensure service continuity.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
