Collaboration LVL 1 Engineer Duties and Responsibilities
To accomplish their primary goal of monitoring and troubleshooting computer and telecommunication networks and systems, Collaboration Engineers perform many tasks.
Collaboration Engineers monitor the performance and capacity of computer systems using a variety of tools. They look for hardware, software, and environmental alerts or malfunctions. When an issue is identified, Collaboration Engineers work to determine the cause of the problem.
When a problem impacts the IT services, the Collaboration Engineer works to triage or troubleshoot the problem, if possible. NOCs generally have standard operating procedures that the NOC Engineer will closely follow. This may include coordinating with third-party vendors, customer contacts, or other IT teams.
Track all Issues
While responding to incidents, the Collaboration Engineer must carefully track and document all issues and resolutions in detail. This increases the knowledge base of the NOC and is a record of the health of the system. Often, the Collaboration has a ticketing system that the Collaboration Engineer is responsible for updating.
When problems are too large or complex for quick troubleshooting, Collaboration Engineers must escalate the issue to management, other IT resources or 3rd party vendors for assistance in reaching a resolution. Collaboration Engineers maintain ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken.
Collaboration LVL 1 Engineer Skills
Strong analytical thinkers who enjoy solving problems, successful Collaboration Engineers thrive in a high-pressure environment with shifting priorities. Collaboration Engineers are able to assess a situation and determine tactical steps forward, and can lead a team in implementing a strategic plan. In addition to these general skills and personality traits, employers are seeking NOC Engineer candidates with the following skills.
Core skills: Collaboration Engineers with these core skills.
- Experience managing, supporting and deploying network infrastructures
- Strong ability to diagnose server or network alerts, events or issues
- Understanding of common information architecture frameworks
- Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision
- Knowledge of project management methodologies and techniques
- Good oral and written communication skills, and ability to address conflict with others constructively
- Experience with Disaster Recovery plans and related technologies
- Ability to work a flexible schedule
Advanced skills : preferred skills.
- Server hardware experience with Cisco UCS, HP, and Dell blade systems
- Experience working in a large distribution or manufacturing environments
- Previous customer service or helpdesk experience
- Cisco UC experience is preferred.
- CUCM and Unity Connection.
- (CCX will be something plus but not required)