NOC Engineer (Tier 2)

Responsibilities:

• Provide remote troubleshooting support on a priority basis within the customer network to resolve UC Collaboration related issues
• Effectively utilize complex lab setups to duplicate and solve problems and validate planned changes to software and hardware design
• Support and collaborate with other cross-functional teams to resolve major customer issues
• Strive for continuous learning and collaboration with other team members
• Develop expertise in specific areas (i.e. technology, product)
• Work on complex problems where analysis of situations requires in-depth evaluation of factors
• Solve sophisticated enterprise networks to quickly resolve downtime and outages
• Handle issues/customers by setting expectations and meeting those expectations to achieve the highest level of customer satisfaction
• Effectively communicate issues to engineers within the support team, and resolutions/work-arounds to the customer
• Coordinate field services as needed for onsite support
• Follow the defined communication procedures for incident updates
• Adhere to processes to update the tickets with relevant and accurate notes
• Receive minimal direction, no instruction on routine work, and general instruction on new assignments

Qualifications/Skillsets:

• Minimum of 2-5+ years of relevant work experience
• Good practical knowledge of Cisco’s core collaboration technologies consisting of Cisco Unified Communication Manager (CUCM), Cisco Unified Contact Center Express (UCCX), Cisco Unity Connection (CUC), Cisco Unified Communications Manager IM & Presence, Cisco Jabber
• Knowledge of Unified Communications hardware including Cisco UCS Servers, ISR Voice Gateways and IP Phones
• Experience with VOIP protocols (MGCP/H.323/SIP/SCCP) in addition to experience working with PSTN connections (FXS/FXO/T1/PRI/SIP) is required
• Knowledge of network protocols (DHCP, NTP, CDP, LLDP) and Quality of Service (QoS)
• Established crisis management skills
• Strong analytical, problem solving and organizational skills
• Strong written and verbal communication skills
• Prior experience in support of remote customer networks required
• Engineering/Computer Science/IT educational degree courses or equivalent experience
• CCNP Voice/Collaboration certification is highly desired
• ITIL certifications is a plus

Our offer:

• Candidates must be based in Poland
• Working hours: 8:00-16:00 (Monday-Friday)
• MultiSport Plus
• Medicover
• Generali life insurance
• E-learning platform