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Unified Communication (Voice) Engineer

SpotOn Connections Full-Time  Hlavní město Praha, Czechia 10 Oct 2018

Job Description


Unified Communication (Voice) Engineer 

About the company
We use the power of technology to help organisations achieve great things. As a member of the NTT Group, we accelerate our clients’ ambitions through digital infrastructure, hybrid cloud, workspaces for tomorrow, and cybersecurity. With a turnover of USD 7.4 billion, offices in 49 countries, and over 30,000 employees, we deliver wherever our clients are, at every stage of their technology journey.

Job description:
The people we are looking for to join our brand new Global Delivery Centre are bold, different, and exceptional. We want people who take a different approach, with a driven attitude, an instinct to go beyond the ticket or challenge in front of them. You’ll be based in Prague – one of Europe’s most exciting, expanding capitals – working within a team of highly skilled colleagues.
The role is responsible for providing a professional second-line remote technical support service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions. The role is responsible for managing incidents of high complexity.
Key Responsibilities:

  1. Provide remote technical support to clients.
  2. Identify root cause of incidents.
  3. Ensure resolution of incidents and service requests.
  4. Participate in performance reviews, identify causes of performance shortcomings and provide suggestions for improvement.
  5. Review the recurring or high impact incidents and manage them through problem management process.

Qualifications:

  • CCNA Collaboration, or at least 2+ years of hands-on experience with supporting Cisco Unified Communications solutions
  • Experience with CUAC, UCCX, UCCE and UCS-B/UCS-C is desirable
  • Experience and/or certifications with one or more of the following vendors and technologies is particularly advantageous: PolycomPeterconnects (JDM Software), AndtekVoxtronARC Attendant, AurenzNICEMINDCrestonCalabrioFenestraeIPTradeACME Packet/Oracle SBC, AudiocodesNewVoiceSonus/Ribbon SBC
  • 2+ years of experience in communicating with customer to resolve complex and critical issues
  • Proficiency in English & Dutch/German/French/Spanish is required

What we offer:

  • Great working atmosphere in an international team
  • Competitive salary
  • 5 weeks of vacation
  • 3 sick days per calendar year
  • Motivating range of salary
  • Compensation in the amount of the fixed basic salary for temporary absence to 21 days per year
  • Contribution to the pension insurance
  • Contribution for public transport
  • Over standard health care
  • Meal tickets – 100 CZK
  • Refreshment (coffee, tea, water on work) for free
  • Laptop and mobile phone including data tariff per company standards
  • 10% annual bonus based on the target achieved
  • Paid referral bonus system

Additional Information
Core business hours will run between 6am and 6pm, you will be required to work on an 8 hour shift scheduled during these operating hours.

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