Collaboration Support Engineer
Please make an application promptly if you are a good match for this role due to high levels of interest.
Location: Mons, Belgiu
mWork model: Full-time, on-sit
eClearance: NATO CTS clearance required or eligibility to obtain i
t
About the Ro
leWe are looking for a Collaboration Support Engineer to support a secure, enterprise-scale collaboration infrastructure environment based in Mons, Belgiu
m.This is a hands-on, customer-facing role focused on day-to-day monitoring, incident resolution, request fulfilment, documentation, and operational support across voice, telephony, and unified communications technologies. The position is well suited to someone with strong Cisco Collaboration experience, solid troubleshooting skills, and the ability to work reliably in a structured, secure environmen
t.
Key Responsibilit
* iesProvide day-to-day monitoring and support for a collaboration infrastructure environme
* nt.Manage trouble tickets, including triage, investigation, resolution, and escalation of incidents across High, Medium, and Low priority categori
* es.Resolve Level 2 incidents independently where possible, escalating complex issues to Level 3 support when requir
* ed.Support request fulfilment activities, including provisioning and configuration of collaboration endpoints such as IP phones and soft phon
* es.Maintain accurate documentation, ticket updates, and operational recor
* ds.Support implementation, configuration, troubleshooting, and optimisation of collaboration tools and servic
* es.Work closely with customers, internal teams, and external partners to support service delive
* ry.Contribute to knowledge sharing, process improvements, and reusable technical documentati
* on.Participate in an on-call roster when requir
ed.
Required Technical Sk
* illsSolid working knowledge of Cisco Collaboration infrastructure, including voice, telephony, and unified communicati
* ons.Experience with platforms such
* as:Cisco Unified Communications Man
* agerCisco Unity voice
* mailContact Centre technologies such as
* UCCXRelated collaboration and communication t
* oolsAbility to diagnose and resolve common Level 2 collaboration incidents independen
* tly.Comfortable working with ticketing systems and SLA-driven support proces
* ses.Basic understanding of desktop integration with collaboration tools, including soft clie
* nts.Awareness of legacy telephony environments would be advantage
* ous.Ability to use technical tools and software to configure, deploy, and troubleshoot collaboration soluti
ons.
Certifica
tionsCandidates should have one of the follo
* wing:Cisco CCNA certification combined with hands-on Cisco Collaboration experienc
* e; orCisco Certified Specialist – Collaboration Core certificatio
* n; orEquivalent practical experience in Cisco Collaboration environm
ents.A full CCNP Collaboration certification is not required, but candidates working towards it will be positively consid
ered.
Soft
* SkillsStrong communication and customer-facing s
* kills.Methodical, structured, and process-oriented approach to
* work.Ability to work accurately within defined SLA frame
* works.Strong documentation habits and attention to d
* etail.Team player, comfortable working in a small, focused support
* team.Reliable, professional, and able to operate in a secure enviro
nment.
Security and Eligibility Requi
rementsThis is a mandatory requi
rement.Candidates must hold, or be eligible to obtain, a NATO CTS / Cosmic Top Secret security cle
arance.Due to the nature of the working environment, candidates must be comfortable working within a classified or secure fa
cility.
Work Env
* ironmentFull-time, on-site position in Mons,
* Belgium.Remote work is not available for th
* is role.Small team envi
* ronment.Stable operational setting with steady-state support a
* ctivity.Some flexibility required for on-call c
* overage. xphnsxz Attention to detail, reliability, and professionalism are es
sential.