Unified Communications Support Engineer (On shift work - 24/7 coverage)

Náplň práce, právomoci a zodpovednosti:

This position is responsible for the analysis, troubleshooting, support, and resolving customer escalated issues of their communication infrastructure; supports Unified Communications solutions and applications related to, Teams or other designated voice, video and data applications.
As a successful candidate and our future colleague, you will work within Operations team, managing the daily operations of the Communication and Messaging Services globally. Communication services include, but are not limited, to Teams environment, O365 environment, 3rd party advanced call distribution functions, call recording and monitoring management platform.

In this role you will be reporting to Team Leader of Voice Operation Center, while bearing the following responsibilities:
• Provide remote re-active and pro-active support for Unified Communications
Infrastructure and its elements;
• Monitor and analyze system faults, identify critical customer issues and propose
solutions to eliminate problems;
• Provide first level support to Resonate customers and partners;
• Provide timely and effective resolution to support requests based on internal and
external service level agreements (SLA);
• Answer questions and perform initial triage on incident tickets;
• Oversee incident and service request management within the ServiceNow platform.
• Coordinate with relevant teams to gather necessary information for incident resolution.
• Collaborate with service managers , incident managers, senior support engineers and
3rd parties
• Support customer’s CAPs, Teams Call queues & Auto-Attendants


We take your career seriously and we will ensure that we provide regular reviews throughout the year to offer continuous feedback and support to inspire you, develop your skills and ensure your personal satisfaction and growth. Our work philosophy recognizes higher performance with bigger rewards through a formal annual performance review. We at Resonate strive to create an environment consisting of people with a wide variety of perspectives while encouraging them to collaborate, and providing the mentorship needed to learn. We offer you joining a team of highly motivated UC industry experts with high potential of growth into an industry leader.

Zamestnanecké výhody, benefity:
Financial benefits:
• Variable yearly bonus depending on reaching company’s objectives,
• Referral bonus,
• Contribution to the 3rd pension pillar (1% of gross salary, without a need of employee contribution),
• Childbirth bonus,
• Financial contribution for meals (4€),

Work-life balance:
• Hybrid working model (incl. home office),
• 2 extra paid vacation days (on top of 20/25) per year after 2 years with the company,
• 2 extra paid days off per year when involved in charitable events,

Wellbeing:
• Multisport card,
• Team-building program,
• Company breakfast every Thursday (on-site),
• Stocked kitchen with free drinks, freshly roasted coffee, and vitamin care packages (on-site),
• Ergonomic work station (on-site),
• Support with setting up the home office workplace,
• Free bicycle garage (on-site),
• Free parking space (on-site),
• Work anniversary present and recognition rewards,

Career plan:
• Annual salary review based on performance,
• Growth assessment,
• Adaptation, training, and development program (upskilling and reskilling, certificates).

Informácie o výberovom konaní:
Please attach your curriculum vitae in English when applying for this position.
We reserve the right to contact only those candidates who meet the requirements.

Požiadavky na zamestnanca:
We are looking for people who:
• Feel comfortable and confident while providing the highest level of customer experience in a fast-paced work environment;
• Are well organized and intellectually curious;
• Want to learn and gain greater expertise in their field;
• Enjoy working in continuously growing company with advancement opportunities;
• Act in an honest and ethical manner;
• Possess strong working knowledge of English (verbal and written) language;
• Exhibit leadership through personal responsibility, accountability, and teamwork;
• Are self-starters, with a demonstrated ability to learn beyond formal training;
• Are able and willing to obtain and maintain identified industry certifications for designated technology being supported;
• Have strong interpersonal skills and a solid grasp of how to work effectively in a matrixed organization.
• Have strong digital mindset and excellent communication and customer service skills.

Required technical skills:
• Basic knowledge of Voice over IP solutions;
• Basic understanding of Anywhere 365 or other contact center solutions (i.e. Genesis, Luware);
• Basic understanding of Unified Communication concepts (Voice over IP, signaling, and real time protocols);
• Good understanding of Microsoft Windows Environment and Services;
• Good understanding of the IT and Telecommunications market;
• Strong analytical skills and ability to apply problem analysis techniques;
• Troubleshooting skills with attention to detail;
• Strong written and verbal communication skills with the ability to communicate technical proposals to management and understand client expectations to resolve issues that may affect system stability.

Nice to have:
• Good understanding of SBCs, OVOC or other monitoring tools;
• Good understanding of network concepts (DNS, network protocols, IPs and ports, etc.);