WebEx Device Support Engineer

About the client:

Our client is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700+ clients, our client brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries

We are seeking a highly skilled and experienced Webex System and Devices Support Engineer to join our IT team. The ideal candidate will have extensive experience in managing and supporting Webex systems and devices, along with a strong understanding of other collaboration technologies. This role involves ensuring the optimal performance, availability, and security of our collaboration infrastructure.

Key Responsibilities:

Webex System Management: Manage and maintain Webex systems and devices, ensuring optimal performance and availability.
Configuration and Deployment: Configure and deploy Webex devices and systems, ensuring compliance with company policies and security standards.
Operations Support: Provide operational support for Webex environments, including troubleshooting and resolving issues.
Performance Monitoring: Utilize monitoring tools to track the performance of Webex systems and devices, implementing improvements as needed.
Security Management: Implement and manage security measures to protect Webex systems and devices, including encryption, access control, and monitoring.
User Support:
Provide first-line support to end-users for Webex-related issues, including hardware, software, and connectivity problems.
Assist users with accessing and using Webex systems and devices.
Troubleshoot and resolve issues related to Webex meetings, calls, and collaboration tools.
Provide guidance and support for remote access solutions and mobile device integration.
Conduct training sessions and create user guides to help users understand and effectively use Webex systems and devices.
Manage user requests and incidents through a ticketing system, ensuring timely resolution and communication.
Collaborate with other IT teams to escalate and resolve complex issues that require additional expertise.
Collaboration Technologies Support:
Support other collaboration technologies such as Microsoft Teams, Zoom, and Cisco Jabber.
Ensure interoperability between different collaboration platforms and devices.
Stay updated with the latest trends and advancements in collaboration technologies.
Policy Enforcement: Develop and enforce policies related to Webex and other collaboration technologies usage, security, and compliance.
Collaboration: Work closely with other IT teams to ensure seamless integration and operation of collaboration infrastructure within the organization.
Documentation: Maintain detailed documentation of Webex configurations, collaboration setups, policies, and procedures.
Qualifications:

Experience: Experience in supporting Webex systems and devices, with a focus on collaboration technologies.

Technical Skills:

Strong knowledge of Webex system configuration, management, and troubleshooting.
Proficiency in managing Webex devices such as Webex Boards, Room Kits, and Desk Pros.
Experience with other collaboration technologies such as Microsoft Teams, Zoom, and Cisco Jabber12.
Familiarity with network protocols and VPN configurations.
Experience with performance monitoring and optimization tools.
Knowledge of scripting languages such as PowerShell for automation.
Understanding of security frameworks and compliance standards (e.g., GDPR, HIPAA).
Familiarity with remote support tools and techniques.
Proficiency in using tools like Webex Control Hub and Cisco Unified Communications Manager (CUCM) for management and troubleshooting3.
Security: Understanding of security best practices for collaboration environments and experience implementing security policies.

Problem-Solving: Excellent troubleshooting skills and the ability to resolve complex technical issues.

Team Player: Ability to work collaboratively with cross-functional teams and manage multiple tasks simultaneously.

Certifications: Relevant certifications in collaboration technologies are highly preferred, including:

Cisco Certified Network Associate (CCNA) Collaboration
Cisco Certified Network Professional (CCNP) Collaboration
Microsoft Certified: Teams Administrator Associate
Zoom Certified Integrator
Preferred Skills:

Experience with other collaboration and communication platforms.
Familiarity with enterprise IT infrastructure and networking concepts.

"Disclaimer: E-Solutions Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA/M/F/Vet/Disability."