Junior Voice Support
InCrys is a provider of complete Technology and Consulting Services, founded in 2000. Headquartered in Bucharest, Romania, with offices in London and Rotterdam, we deliver Testing, Application Development Outsourcing, Remote Server Administration, Business Analytics and Optimization (BAO) and Software Packaging services to clients in Western Europe, USA and Canada.
A result of the many certifications held by our specialists, our acknowledgment in 2010 as IBM Premier Business Partner is one of the accomplishments that guarantee our status as trusted Software Solutions provider. We have become a leading offshore outsourcing provider by consolidating on our employees’ extensive work experience, knowledge of state-of-the-art technologies, and excellent language skills.
Our focus on employee training and continuous development lead to a record-setting attrition-rate, of only 6% in 2013.
InCrys is now undergoing an active recruitment process, and we’re especially in need of software development specialists, infrastructure specialists and testers. We have approximately 300 professionals involved in complex software outsourcing projects, and we aim to significantly expand our team by at least 20% by the end of this year.
For further information please visit www.incrys.com
- Citrix : NetScaler confirmed, know how a VDI architecture works, know how to configure Citrix portal, how to automatize configuration, how to analyses a performance issue
- Minimum 1 Year experience required with troubleshooting:
Cisco Call Manager 6.x and above, Unity and Voice Gateways / Gatekeepers;
Cisco UCS / VMware platform
- Minimum 1 Year experience preferred with troubleshooting:
- Cisco security devices and protocols
- Mid-level Cisco UC administration, implementation and troubleshooting of CUCM, CUC,
- Excellent written and oral communication in English and German
- Experience providing a direction for Infrastructure upgrades and future enhancements
- Willingness to learn new things
- Extremely flexible if workflow is changing
- Communicative competence (pro-active)
- Team player
- A very positive attitude towards life
- Highly motivated
16x5, two alternating shifts, from Monday to Friday
Morning Shift: 07:00 - 16:00
Afternoon Shift: 14:00 - 23:00
Oncall activity outside above mentioned working hours, Monday to Sunday
Primary role is to process in CUCM change requests pertaining to Cisco Phones received in an internal ticketing tool. Also, it's required to troubleshoot, verify, and resolve complex customer issues, reported through different communication channels (ticketing tool, e-mail and phone calls for important or critical problems).
He represents the main interface between customer’s Service Desk, working closely with customer entities in investigating and solving the reported tickets and vendors or customer support groups, if technical escalation is required. Also, he assists with the following:
• Acknowledge and take appropriate action on tickets (investigation, diagnose, updates and resolution)
• Provide solutions in a timely fashion for all issues, ensuring that contractual agreements and client expectations are met
• Make sure tickets are properly documented (work log updates) with all necessary actions and investigation outcomes, reflecting their most recent status
• Proactively & reactively contribute to the Knowledge Database for centralized project solutions
• Understand and act upon all requests / communications coming from customer or 3rd parties in due time
• Work closely with both customer and vendor for issue investigation and resolution
• Inbox management
• Technical reports
• Communicate accordingly with all team members, POs and SDMs, reporting on the progress of assigned tasks, solutions, issues and best practices
• Act independently whenever required & prioritize tasks accordingly in order to secure SLAs and customer satisfaction
Junior Voice Support
• Motivating salary
• Stimulating working environment
• Medical insurance
• Annual team building
• Opportunities to learn and grow your skills
• Gym membership discount.