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Technical Support Engineer Unified Communication

NEC Smart Enterprise Solutions
NEC Smart Enterprise Solutions provides IT & Communication solutions to small, medium and large enterprises in both the private and public sectors. Designed for open connectivity, high availability and flexible growth, our innovative solutions incorporate the latest voice, data and video technologies and enable real-time, collaborative working, increased productivity and customer satisfaction. With our NEC UNIVERGE BLUE Cloud Services we transform the way businesses communicate and collaborate, fulfilling their business communications needs in an efficient and reliable way. Our servers, storage solutions, software and virtualized workstations enable businesses to maximize operational efficiency, performance and profitability

NEC Smart Enterprise Solutions serves its customers across EMEA (Europe, Middle East & Africa) through a network of direct sales organizations, business partners and value-added resellers.
For more information, please visit: 
http://www.nec-enterprise.com 



Technical Support Engineer Unified Communications


The job
We are seeking a talented technical support professional to strengthen our EMEA Support organization. As a Technical Support Engineer you will work as part of an international team supporting NEC’s resellers and end-customers by providing technical support on a wide range of IT, Unified Communications and Collaboration solutions, both premises-based and in the Cloud. In this role, exceptional customer service and communication skills in English are just as important as analytical troubleshooting ability and solid ICT skills. NEC will provide you the required training on our products, solutions and technologies, enabling you grow and develop the specialist knowledge required to help our customers according to the highest standards for which NEC is known. This vacancy will be based at our office in Hilversum, Netherlands, although you may work from a suitable home office on a part or fulltime basis.

Key Accountabilities & Characteristics
  • Technical Support: Provides 2nd & 3rd line technical assistance to partner engineers and customers. Analyses and troubleshoots problems by directing investigation by the partner engineers, or if necessary investigating on own test equipment, or by investigation of customer’s systems and wider customer IT hosting environment. Identifies potential repeat calls and creates knowledgebase cases accordingly.
  • Installation & configuration: Performs installation and configuration activities of cloud-based solutions or by remote or on-site support of customer premises systems.
  • Customer Interaction: Demonstrates excellent customer-care and communication skills ensuring customers and partners are satisfied with interactions and results.
  • Service Level Achievement: High productivity, achieving results that meet SLA targets and customer requirements. Monitors and reports progress of incidents against SLA commitments. Sets priorities and executes accordingly.
  • Escalation case management: Ensures rapid progress and resolution of critical incidents with high business impact, keeping all stakeholders informed on a frequent basis. Remains calm and productive under pressure.
  • Technical Capability: Maintains up-to-date broad knowledge of the general IT landscape and in-depth specialist expertise in assigned solutions, products and technologies.
Additional requirements
  • You must be a team player, always ready and willing to make your personal contribution, doing whatever is necessary to achieve our team and business objectives
  • Passion for Technology and commitment to ongoing professional development
  • Willing and able to travel (internationally) if required. Able to function independently and effectively in the customer environment and to successfully complete installation and troubleshooting assignments.
  • Willing and able to work out of office hours and to provide stand-by support when required.
  • Ability to deliver technical training to internal and external clients (desired).

Skills & Experience
Essential
  • 3 - 5 years relevant work experience in a similar role and environment within the field of Unified Communications, Collaboration and Contact Center technologies
  • Bachelor's degree or equivalent in IT, Computer Science or other relevant technical discipline
  • Thorough all-round knowledge and experience of deployment and support of converged voice & data technology in IP networking environment including:
  • VoIP technology, SIP protocol
  • TCP-IP, Routers, Switches, Gateways, VPN,
  • Network and SIP security - firewalls SBC’s
  • Able to install and configure Client, Server and Mobile device technology and OS’s
  • Good knowledge of MS Exchange and Active Directory
  • Strong oral and written communication skills in English.
  • Highly developed troubleshooting approach and skills
  • Ability to multi-task and manage priorities
Desirable
  • Experience in support & provisioning of customer solution in a Cloud environment (UCaaS/CCaaS)
  • Additional language skills are an advantage.
  • IP Networking devices (LAN/WAN), design, configuration and operation
How to apply for this career opportunity?
If you have interest in this position, please apply online on top of this page.


 

 
Locations
Netherlands; Netherlands/Hilversum
Job function
Engineering; Information Technology; Repair&Maintenance

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