Algotech is a company specialized in designing and implementing the integrated communication systems, based on the world’s most advanced solutions and technologies. The company is established in 1992. During the last 27 years, Algotech became one of the leading regional system integrators. Cooperation with world’s renowned companies (Avaya, Cisco, Nice, Altitude, Teleopti, Microsoft, eGain, and others) is one of the key factors of company’s business success. Besides the cooperation with aforementioned companies, Algotech has reached the leading role thanks to the exceptional reliability and high quality of the implemented solutions and services provided by the large team of experts, but also thanks to the capability to correct anticipate market trends.
We are looking for
System Support Engineer
for Unified Communication and Contact Center solutions
Belgrade
This position will include the following responsibilities:
- Monitoring, Technical maintenance and Support for Unified Communication and CC systems (data, voice, video)
- Responsible for interfacing with vendor customers both external and internal.
- Maintains positive relations and coordinates with various functions within vendors to ensure customer requests are handled appropriately and in a timely manner.
Process and regular tasks:
- Understand and Follow vendor escalation process
- Raise tickets through vendor and third party portals when needed.
- Communicate with Service desk, T3 and T4 engineers to log and work with them to resolve issues.
- Collect logs, enable remote access, troubleshoot issues, and perform Move Add Change Delete.
- Prepare, collect and share regular reports (monthly, weekly, etc.)
- Attend regular services and support customer-facing as well as internal meetings
- Managing the day to day tickets and Complex CRs – 80%
- Involvement in planned maintenance windows
- Support the testing post case resolution / complex CR deployment and supporting roll-out
- Resolving queries related to reports or system behavior to CC Supervisors / managers.
- Testing of new release rollouts (e.g. AAFD new release testing, new patch deployments and testing in Client Lab).
Required Technical skills (Mandatory):
- No less than 3 years of relevant experience in supporting Avaya CC preferably in a multi-site multi-national organizations,
- Deep understanding of the CC environment and business needs
- Experience in working/supporting Avaya CC: CM, SM/SMGR, ACD, CC Elite, ACR recording, CMS reporting
Optional Technical skills:
- Experience in working/supporting QM, WFM, DPA, Control Manager, context store, breeze, one-x Agent, customer survey, call back assist)
- Avaya infrastructure: Pod-Fx, VMware, Servers, gateways, outsourced or cloud Data center services, networking infrastructure
- Cloud and Virtualization knowledge will be added advantage.
- Good knowledge of networking protocols, topology, design
- Good technical troubleshooting skills
Key Skills:
- Excellent verbal and written communication skills
- Experience in dealing at the management level
- Key understanding of the ‘voice of the customer’
- Proven experience in dealing with global customer satisfaction programs
Your chance
- An attractive position in an international and dynamic company
- Competitive employment conditions
- Opportunity for professional and personal development
- Permanent contract in a fast growing company
If you are interested in this position and you have the required qualifications, please send your CV.
Deadline for applications: 12.09.2019.
Please note that due to large number of applications we receive, we will only contact those candidates that are selected for an interview. Thank you.
