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Ovaj oglas je istekao 04.03.2016. i više nije aktivan.
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Ovaj oglas je istekao 04.03.2016. i više nije aktivan.
Sadržaj oglasa prikazan je isključivo u informativne svrhe.
Trenutno aktivne oglase pogledajte na www.posao.hr.
UCOMM Support Engineer (m/f)
Oglas je istekao
Poslodavac:
Kategorija:
Mjesto rada:
Prague, Czech Republic
Rok prijave:
04.03.2016.
O poslu
Opis radnog mjesta:
Team Description & Purpose of Role:
• The 1st Line UCOMM team is responsible for the 1st Line Technical Support of Managed/Hosted UCOMM solutions and platforms on a pan-European footprint.
• Manages and maintain all shared and dedicated UCOMM platforms supporting customers and the business activity.
• Manages one of the larger cloud UCOMM platforms in the world with 3 locations spread through 3 continents (North America, Europe and Asia).
• The team works closely with Service Delivery, Project Management, Engineering and Operations teams to ensure the efficient, cost-effective support and maintenance of high-quality UCOMM services to external and internal customers.
Job Responsibilities:
Technical 1st line support, including:
• Single point of contact for Interoute customer base in case of incidents, requests or other information that is required by a customer.
• Receive, log & handle incoming calls, emails and instant chat requests regarding Interoute’s video and Microsoft Lync services.
• Provide a First Time Fix (FTF) of between 60-70% in cases handled.
• Managing telephone & video calls professionally, efficiently and with excellent communication skills.
• Support and collaborate with Interoute’s 2nd and 3rd level technical team.
• Understand, support and manage to Interoute’s key SLA’s for the video services.
• Track resolution of any hardware replacements to ensure SLA’s met.
• Ensure operational processes are followed and deliver best-in-class technical support.
• Pro-active escalation, follow-through and liaison with appropriate departments to resolve technical issues which may impact delivery timescales or quality
• The 1st Line UCOMM team is responsible for the 1st Line Technical Support of Managed/Hosted UCOMM solutions and platforms on a pan-European footprint.
• Manages and maintain all shared and dedicated UCOMM platforms supporting customers and the business activity.
• Manages one of the larger cloud UCOMM platforms in the world with 3 locations spread through 3 continents (North America, Europe and Asia).
• The team works closely with Service Delivery, Project Management, Engineering and Operations teams to ensure the efficient, cost-effective support and maintenance of high-quality UCOMM services to external and internal customers.
Job Responsibilities:
Technical 1st line support, including:
• Single point of contact for Interoute customer base in case of incidents, requests or other information that is required by a customer.
• Receive, log & handle incoming calls, emails and instant chat requests regarding Interoute’s video and Microsoft Lync services.
• Provide a First Time Fix (FTF) of between 60-70% in cases handled.
• Managing telephone & video calls professionally, efficiently and with excellent communication skills.
• Support and collaborate with Interoute’s 2nd and 3rd level technical team.
• Understand, support and manage to Interoute’s key SLA’s for the video services.
• Track resolution of any hardware replacements to ensure SLA’s met.
• Ensure operational processes are followed and deliver best-in-class technical support.
• Pro-active escalation, follow-through and liaison with appropriate departments to resolve technical issues which may impact delivery timescales or quality
Vrsta posla:
stalni radni odnos
Županija:
Država:
Czech Republic
O zaposleniku
Znanja i kvalifikacije:
Experience Required:
• Fluent English and Swedish
• Customer service, IT help desk or call centre support experience.
• Customer focused, analytical thinker who can quickly assess and identify customer needs.
• Minimum 1-2 years of work in a technical 1st line support position.
• Some technical experience and/or as well as troubleshooting skills for the following platforms (but not limited to):
Hosted Applications
• Microsoft Lync 2013 (mandatory)
• Microsoft Windows/Active Directory
• Microsoft Exchange (desirable)
• Clarity Connect (desirable)
Video Conferencing
• Cisco/Tandberg TelePresence (desirable)
• Acano (desirable)
• Polycom (desirable)
• Lifesize (desirable)
• General knowledge or telecom/Video industry, operational processes and standards.
• General technical understanding of other technologies (eg. IP, MPLS, VoIP)
• Preferable knowledge of databases Siebel and Cramer.
• Experienced with ITIL framework
Person Specification:
• Professional, structured and proactive approach.
• Self-motivated with excellent interpersonal and communication skills
• Positive and approachable team player
• Calm and productive under pressure
• Detail-oriented and organised approach to work
• Efficient and productive with good time management skills.
• Able to resolve problems quickly and effectively
• Decision maker
Location
Prague, Czech Republic
• Fluent English and Swedish
• Customer service, IT help desk or call centre support experience.
• Customer focused, analytical thinker who can quickly assess and identify customer needs.
• Minimum 1-2 years of work in a technical 1st line support position.
• Some technical experience and/or as well as troubleshooting skills for the following platforms (but not limited to):
Hosted Applications
• Microsoft Lync 2013 (mandatory)
• Microsoft Windows/Active Directory
• Microsoft Exchange (desirable)
• Clarity Connect (desirable)
Video Conferencing
• Cisco/Tandberg TelePresence (desirable)
• Acano (desirable)
• Polycom (desirable)
• Lifesize (desirable)
• General knowledge or telecom/Video industry, operational processes and standards.
• General technical understanding of other technologies (eg. IP, MPLS, VoIP)
• Preferable knowledge of databases Siebel and Cramer.
• Experienced with ITIL framework
Person Specification:
• Professional, structured and proactive approach.
• Self-motivated with excellent interpersonal and communication skills
• Positive and approachable team player
• Calm and productive under pressure
• Detail-oriented and organised approach to work
• Efficient and productive with good time management skills.
• Able to resolve problems quickly and effectively
• Decision maker
Location
Prague, Czech Republic
Strani jezik:
engleski, swedish
Poznavanje rada na računalu:
napredno
Potrebno radno iskustvo:
jedna godina
