Technical support specialist (Cisco collaboration, UC) in Speroteck

Responsibilities:

• Provide remote support for corporate networks while interacting with non-technical staff.
• Monitor and resolve customer incidents, escalating to appropriate personnel as necessary.
• Act as the first responder for all incoming user requests via email, phone, and helpdesk portal from global users.
• Communicate directly with customers in business terms, adhering to the guidelines.
• Deliver accurate and timely resolutions to customer inquiries through email, phone, or remote sessions.
• Efficiently triage and prioritize technical support requests based on the nature of the issue.
• Follow up on and track open support tickets to ensure timely resolution, creating, managing, and updating tickets with precise information.
• Perform after-hours maintenance and changes according to prepared Methods of Procedure (MOPs).
• Monitor patch management, providing recommendations and mitigation strategies.
• Update and maintain the inventory database of customer environments.
• Prepare and update documentation, including «how-to» guides and internal knowledgebase entries.
• Coordinate with hardware vendors as required.
• Understand and adhere to SLA/SLO agreements.
• Create problem records for issues requiring further follow-up or permanent fixes.

Skills:

• 3−5 years practical experience
• Cisco Unified Communications experience
• Pursuit of one of the following certifications is an asset: Microsoft (MCSE or equivalent, CCNA, CCNP, CCIE, Fortinet, Security+, A+, Network +, Unified Collaboration or Security focused)
• Knowledge of switching, routing, security appliances, and wireless technologies and their roles in a corporate network.
• Previous professional experience in maintaining and supporting corporate networks.
• Skill in documenting issues and their resolutions clearly and concisely.
• Ability to adapt to competing solutions from multiple vendors.
• Professional experience in operating and provisioning Remote Monitoring and Management (RMM) tools.

!!! 24/7 support — team members work in different shifts.