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Unified Communications Engineer (CISCO Certified) - Brussels, Belgium

Posted on Oct 22, 2019 by Contracts IT Ltd

Brussel, Belgium
Immediate Start
Annual Salary

Unified Communications Engineer (CISCO Certified) - Brussels, Belgium

Languages: ENGLISH only

Skills and Experience:

  • IT degree or demonstrated equivalent work experience
  • Any of the following certifications is a plus. The MS - Services Engineer L2 is expected to gain certifications relevant to the services supported.
  • ITIL certification
  • Cisco Certified Network Associate - Collaboration (CCNA-Collab)
  • Cisco Certified Network Professional - Collaboration (CCNP-Collab)
  • 5-8 years of relevant managed services experience
  • Must possess essential and operational knowledge in ticketing tools preferably Service Now.
  • Strong client service orientation and passion for achieving or exceeding expectations.
  • Excellent written and verbal communication skills in English and Dutch. French is considered a plus.

Description of work:

  • Monitor operational infrastructure: The MS - Services Engineer (L2) takes the lead in establishing monitoring for client infrastructure. They leverage standard tools and processes to respond and resolve incidents and requests in a timely manner meeting agreed SLA.
  • Identify problems and errors: The MS - Services Engineer (L2) proactively identifies problems and errors before they impact a client's service. They log all such incidents in a timely manner with the required level of detail. They liaise with all stakeholders, including client's IT team, vendors, carriers and necessary functions to expedite diagnosis of errors and problems and to identify a resolution or provide a recommendation.
  • Incident management: As required, the MS - Services Engineer (L2) will take responsibility receiving calls and incidents at the services desk. They assist in the analysis and resolution or assignment of a ticket. Actively communicates with all internal teams, client or vendor for all troubleshooting tasks, with consistent updates to tickets on the progress and resolution. Resolves most of the incidents, actively seeks support from L3 and SME for major and complex tickets. Leads and manages all initial client escalation for operational issues.
  • Change management: Actively contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals.
  • Shift handover: The MS - Services Engineer (L2) diligently completes the shift handover process by documenting all pending tasks (open tickets) to be completed in next shift and highlights any critical tasks to be focused on, such as P1 tickets and requests or exceptions.
  • Knowledge management: The MS - Services Engineer (L2) will actively apply knowledge articles for routine activities. Actively contributes in creating and updating knowledge articles. Produces knowledge articles/work instructions for the tasks to be performed by Service Desk & L1 teams to enhance first call resolution rates.
  • Quality Management: The MS - Services Engineer (L2) Engineer audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles. Produces trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimisation of effort. They plan and execute approved maintenance activities

Please send your CV to Javaid and call to discuss further.

We are an equal opportunities employment agency and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

We champion difference in the world of technology recruitment and work with clients who actively wish to diversify their talent force - ALL applicants welcome to apply

Reference: 779916735

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