Escalation Engineer
Belgrade
Endava is a privately owned IT services company with over 2,500 employees and offices in New York, Atlanta, New Jersey, London and Frankfurt and 6 delivery centers across Romania, Moldova, Macedonia, and Serbia. We strongly believe that our ability to deliver quality work while adapting easily and quickly to the evolving needs of our customers and people ensures our success. To support our core purpose of enabling our people to be the best that they can be, we invest in career development and building a strong learning culture within Endava.
Job responsibilities:
Engineer will be member of Endava's Escalation team and will be responsible for debugging, advanced triage, troubleshooting tasks, and assessment of product/component failure on networks running with mixed media & varying communication protocols and done via phone, email, messaging, conferencing and at times on customer sites.
Mandatory skills:
- Superior spoken & written communication skills in English language
- Must be able to determine methods and procedures on new assignments with little supervision
- Must have proven crisis management skills
- Experience with complex problem resolution where analysis of situations requires in-depth evaluation of varied factors
- Audio/Video Client Applications, Windows experience required
- Familiarity with other voice/video applications, programming languages C++, Java, web technologies, video a strong plus
- 1+ years of IP Networking experience
- 1+ years working knowledge in one or more of the following technologies, Video, Voice over IP, Call Manager (or equivalent), large routing protocol environments and switching
- 1+ years working knowledge of Networking industry, products and protocols
- Previous Customer Support experience in MS Windows/Active Directory/Microsoft Outlook/Exchange Server
- Strong Protocol Knowledge for both Voice & Video
- Able to read, analyze and diagnose: apps core dumps, logs, traces and sniffer captures
- Working with cross-functional team
- Ability to determine problems and deliver known solutions
- Good Presentation skills
- Strong documentation skills--to be utilized for case management, knowledge capture, defect management and training
- Ability to work outside of normal business hours as well as “on call” shift duty
Desirable skills:
- Self-motivated
- Think out of the box
- Team player
- Flexible
- Can switch from one task to another without much difficulty
- Ready to accept last minute requirement changes when necessary
- Productive (meet deadline with good product)
- Multi-tasking
- Superior communication skills
If you are interested in this position and you have the required qualifications, please send your CV via email to jobs.belgrade@endava.com. Please note that due to large number of applications we receive, we will only contact those candidates that are selected for an interview. Thank you.
Deadline for applications: 24.09.2016.