NOC Engineer (Cisco Collaboration & Contact Centre)

Natilik is a Global Technology Solutions Partner.

Our mission continues to be two-fold; growing a brand that is seen as the industry’s ‘Confident Guide’ sat between the vendors who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer products, services, platforms, applications, and expertise to help. We also want to continue to build a business that we can be proud of, with a focus on five stakeholders: clients, people, partners, communities, and shareholders; putting our people at the heart of everything we do. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients and employees can rely on.

There has never been a more exciting time to take a step into the world of digital transformation, and we’re looking for individuals to confidently guide our clients on their journey.
THE ROLE

The Support Engineer works as part of a multi-disciplined team helping a focused group of clients derive the maximum value from their technologies. This is achieved by offering unrivalled levels of technical expertise combined with an understanding of the client business environment in which they operate.

This role is primarily focused on our clients Contact Centres and Collaboration technology, facilitate all aspects of remote and on-site solution support, advice and consultation from fault resolution to system enhancements. As a first point of contact, the role necessitates a professional manner and technical talent to reassure the client whilst demonstrating an uncompromising level of commitment to resolving the issues within the timeframe of the Service Level Agreement. Delivery is key to the support role and should be an obsession for both internal and external clients.

KEY RESPONSIBILITIES

• Delivering exceptional service in response to requests and queries of all issues impacting on our client’s business
• Responding to all client e-mails, web portal requests and phone calls in a timely and professional manner ensuring regular updates are provided
• Maintaining ownership of assigned requests through to resolution, escalating either internally or externally as appropriate
• Ensuring best practice is demonstrated throughout the team
• Ensuring all SLAs are consistently met; prioritise requests to ensure client satisfaction in line with expectation.
• Advising clients on technical requirements
• Ensuring accuracy and quality of work and encouraging innovative action
• Working in accordance with Natilik procedures and methodology as a basic discipline
• Cementing a trusted relationship with all clients
• Develop and progress technical and operational skills to further enhance delivery to clients. Be proactive around self- learning and training and work constantly with other Natilik Engineers to learn and develop.

Core Skills

• Demonstrating the understanding of Cisco Collaboration technologies (CUCM/CUC/Expressway/Webex) used by our clients and be capable of supporting these technologies
• Demonstrating excellent communication and interpersonal skills to interact with clients
• Developing and progressing technical knowledge and skill in line with our chosen technologies and support of these solutions to our clients
• Being able to understand the dynamics of the support business and the need to achieve consistent SLA targets
• Being able to understand and articulate the technologies we implement and support in our portfolio
• Having the ability to work under pressure, outside of comfort zone, with a ‘can-do’ attitude
• Demonstrating time management, expectation setting and organisational skills
• Demonstrating flexibility, resilience and initiative
• Having the ability to approach problem solving in a clear and concise manner
• Having a positive approach to team work, with a willingness to learn and share knowledge

Technical Skills

• Advanced Unified communication and Contact Centre troubleshooting (CUCM / UCCE / UCCX)
• Strong skills in UC technologies such as Attendant Console/Arc/Unity Connection/IM&P/Jabber/TMS/CMS/MRA/Expressways
• Advanced Gateway/CUBE Troubleshooting (MGCP, H323, SIP)
• Ability to write and analysis call routing scripts (UCCE CVP / ICM, UCCX)
• Working knowledge of the agent desktop environment CAD / Finesse
• Understanding of the importance of reporting and exposure to CUIC
• Being able to analyse logs and Wireshark captures
• Exposure to common Call Centre peripherals wall boards / voice recording platforms / workforce management and optimisation

Incident Management

• Managing high severity incidents independently regarding Unified communication and Contact Centre.
• Being able to manage critical Escalations to 3rd Parties and Cisco TAC when required.
• Being able to help other engineers in the team with challenging cases
• Engineer must be able to clearly articulate in-depth analysis of issues both during and after the incident management process.
• Ability to close 36 incidents of other service requests every month.

Experience

• Candidate is likely to have had a minimum of 4-5 year of experience of the relevant Cisco technologies and have worked in a similar NOC environment.

General Responsibilities

• Should login to Finesse and pick client calls from the incoming request
• Ability to work autonomously on an early/late/weekend shift/overtime
• Ability to handle Projects handovers to Support
• Ability to handover high severity case within a follow the sun model
• Ability to mentor and coach junior engineers
• Ability to operate as an escalation point for technical issues & reduce TAC case volume

BENEFITS:

• Quarterly Awards and Bonuses
• Flexible Working
• Industry-leading home working and mobility technology
• Private Healthcare
• Competitive Pension Scheme
• Discounted Gym Membership

Why Natilik?

With Centres of Excellence in London, New York, and Sydney, we are a truly global partner delivering solutions to clients across 62 countries.

In the UK, we have recently been named as the first Partner to be awarded Quad Mastership, which recognizes our expertise across Networking, Security, Data Centre, Hybrid Cloud, and Collaboration. We’ve also been listed as the Number 1 Great Place to Work in the medium-sized Tech category. Internationally, we are continuing to grow in size and stature and we are confident of replicating the success that we’ve had in the UK.

At Natilik we know it’s crucial that our people reflect the diversity of our clients around the world. And we know that having people from all walks of life makes us a more creative and innovative company. That variety of experience, culture, and background allows our teams to be better. We make sure we do whatever we can to support our people too: making them feel valued and included and unlocking their potential is essential. We’re incredibly proud of our diversity.

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