Unified Communication & Collaboration Support Engineer

Description :

- Overall Objectives Of Job.

- Provide End to End delivery of Allianz global Unified Communication and Collaboration (UCC) services.

- 1st & 2nd level support for users on Allianz Global Network IP Telephony, Cisco Webex, Microsoft Teams, Videoconferencing and fax services globally.

- Ensure stable operations and support event management, incident/problem management and service request fulfillment as part of the standard operating procedures.

- Manage functional escalations and collaborate with next level technical support teams.

- Conduct live troubleshooting with end users and manage 3rd party vendors to support incident resolution.

- Support the Allianz collaboration team in understanding, analyzing and handling incoming issues in a well-structured manner.

- Prepare and train OE service desks, ensure knowledge transfer by documenting processes and procedures.

- Strong customer centric attitude and willing to go the extra mile to ensure customers satisfaction.

Qualification & Experience :

- 3-6 Years of Experience supporting Cisco Unified Communications/Voice Conferencing/Webex and/ or networks.

- Good communication skills.

- Stakeholder management.

- Any background in Data Network technologies such as routers, switches and firewalls is a plus.

- Work closely with business partners on telephony related issues to assess impact and manage client.

- Release and Project co-ordination experience.

- CCNA Preferred.

- ITIL Foundation Preferred.

- A fundamental grasp of AI tools will be an added benefit.