L1 UC Support Engineer with German
Do you believe you can do anything? Then we’re here to help you do it.
If you have a desire to succeed and drive your own career, our client offers you the opportunity to make that happen.
Our client is positioned to lead the change in the biggest transformation that the IT industry has seen in decades — and they need your talent, skill, and ambitious ideas. As a Global Top Employer to over 31,000 great people in more than 57 countries, you’ll be working with talented teams across the world. You’ll be doing great things for their clients and help them achieve their business ambitions.
The L1 UC team provide 24x7 support to the company's European Uptime and Managed Service clients working on technologies such as Cisco Voice, Video and Contact Centre. The team will provide 1st line triage and task management of Incidents, Requests, Changes & Problems.
What we expect you to do:
Provide telephone and remote support across various technologies to meet our customers’ expectations for quality and technical capability
Troubleshoot incidents in order to accurately isolate the cause and provide working solutions
Reduce unnecessary costs associated with providing parts/engineer to site
Liaise with vendors where necessary in order to resolve vendor related issues
Manage ongoing vendor related technical escalations through to completion
Monitor progress against customer SLA’s using GSOA systems to ensure customer service levels are achieved
Ensuring sufficient accuracy and detail in call logs for shift handover, escalations and RCA’s
Maintain and develop technical skills / certifications as required to support new and existing customers
Document and share knowledge of regular fault solutions across the GSC to reduce rework in solving the same problem (KEDB)
Follow defined escalation paths to ensure management are engaged when customer satisfaction is compromised (SLA breach)
Provision of Moves, Adds and changes for numerous customers across a wide range of technologies
Here's what we are looking for in candidates:
Minimum of CCNA Networking certification and CCNA Collaboration certification
Desire to grow in the UC space with an aim to become CCNP Collaboration certified
Minimum of 1 years experience in NOC experience in Cisco Networking
Ability to communicate well in both English and German is desired
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