IT Service Engineer

Responsibilities:

• Investigate, identify, and resolve technical issues based on SLAs.
• Own technical matters and handle customer incidents, ensuring swift resolution.
• Build relationships with clients, managers, and deployment teams, offering problem insights and growth opportunities.
• Cultivate technical partnerships with regional Partners to drive new business.
• Engage in technical calls and in-person partner interactions.
• Collaborate internally with Product, Professional Services, and Engineering teams for solution success.
• Participate in 24x7 support rotation and address urgent global needs.
• Occasionally work extended hours to meet business demands.
• Communicate proactively with Engineering and clients, providing updates on cases and enhancements.
• Contribute insights to the CSE Team and knowledge base.
• Identify and escalate high-priority customer issues to senior management.

Relevant Qualifications / Experience:

• Holds a relevant IT degree.
  
• Possesses a minimum of 5 years' experience in Technical Service Delivery, specializing in application and network support, ideally within larger enterprises and managed service providers.
• Proficient in Python, SQL, MongoDB, and Linux OS maintenance for performance optimization.
• Experienced in API Integration (REST) and Cloud-native architecture (Docker, Kubernetes).
• Skilled in application log analysis and system performance review.
• Has intermediate knowledge of complex networks and proficiency in packet captures and connectivity investigations.
• Familiar with firewalls, ports, and related protocols, and understands network routing and security.
• Capable of Cisco UCM user and dial plan provisioning and management.
• Proficiently manages MS Teams, Cisco Webex Teams, and Zoom provisioning.
• Skillful in using monitoring tools for configuration, metrics tracking, alerting, and alarm definitions.
• Monitors network and UC health effectively.