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(Junior )Cisco UC Support Engineer (m/f/d) in Berlin at Westcon-Comstor

Date Posted: 1/31/2019

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Job Description

Even though it may look like technology on the outside, it's human beings who are benefiting from this technology, and human beings who depend on Westcon-Comstor. It's not just the solutions we offer or the expertise we provide that's key to our more than 30 years of success. It's the passion of our more than 4,000 driven and highly skilled associates. Our service portfolio includes LAN / WAN infrastructure, IP communications, Contact Centre, Wireless and Security Technologies as well as server-based computing and application know-how. We provide design, deployment and support services to our partners and customers. In addition, solutions for enterprise performance management are developed, implemented and supported.

As a value-added global distributor of technology solutions and services, Westcon Group Germany GmbH offers opportunities in a variety of disciplines, including sales, marketing, IT, operations and more.

In Berlin we are looking for a

(Junior) Cisco UC Support Engineer (m/f/d)

Job Objectives:

As a Junior Cisco UC Engineer you will be inspired by the voice and collaboration solutions of tomorrow. We're looking for team members that are trained in Voice and have working knowledge of Cisco Communications Manager products. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career contributing to customers while working with an industry leader in networking technology.

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. We would also like to see in your CV Networking, or Unified Communications certifications like Cisco, Microsoft or similar. If you're naturally a helper, enjoy assisting people with support issues and are able to explain technical details simply, we'd like to meet you. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

We offer a, highly motivated team with regional and international locations. You can expect to be involved in challenging projects with a successful team and a high degree of personal and professional development.

Duties and Responsibilities:

* Deploy, test, maintain, monitor, and troubleshoot telecommunications equipment and network to include but not limited to: Cisco Unified Communications Manager, Unity voicemail, UCCX, Voice Gateways, Cisco router/switch, Jabber, Telepresence, WebEx infrastructure, WebEx Teams
* Provide and manage a secure, high performance network, for services including VoIP, QoS, CoS, LAN's, SBC's, traditional TDM and SIP
* Create, maintain and update diagrams/documentation of evolving UC environments and operational procedures
* Troubleshoot and report telco issues to carrier and work to resolution
* Take ownership over maintaining good communications lines with the customer to keep them informed.
* Engage and coordinate with Telecom and Network vendors for projects, MACs and incidents
* Work to challenging SLA targets and take technical lead responsibility on 1 or more customer networks, maintaining an interest in the ultimate resolution of an incident.
* To take ownership of user problems and be proactive when dealing with user issues.
* To escalate or allocate more complex calls to the relevant IT Support member. Escalate more involved problems to the appropriate Level 2 support team.
* Ensure all issues are properly logged.
* Prioritize and manage several open issues at one time.

Experience & Skills Required:

* Knowledge of Cisco IP telephony technologies and solutions
* Experience in the administration and support of Cisco's UC portfolio including but not limited to CUCM, Unity, Voice Gateways, Collaboration Edge, Jabber, Telepresence and inbound/outbound routing with PRI and SIP trunking
* Understanding of network infrastructure running VoIP, QoS, SIP, video conferencing and video streaming
* Excellent telephone, verbal, written and other communications skills.
* Good organizational skills with the ability to prioritize and handle multiple tasks simultaneously.
* Ability to diagnose, troubleshoot basic technical issues and to provide step-by-step technical help, both written and verbal.
* Ability to handle stressful situations in a professional manner is a must.
* BS degree in Information Technology, Computer Science or relevant field.
* Excellent command in German(C1 Level) and English (both speaking and writing).
* Availability for night and on-call shifts.
* Cisco Certifications (CCNA or CCNP) are a plus
* Other languages like Spanish or French are a plus.
* Knowledge of the ITIL methodology, change management processes and risk management processes is a plus.

We are looking forward to receiving your comprehensive application via our careerwebsite (cover letter, CV, salary requirement, availability).

Please contact:

Laura Höhn (Recruiting Manager Services)
Tel.: +49 30 3973 5200