Job Description:

This is a hybrid role and the candidate’s primary responsibility is for Unified Communications support for the APAC Region. The candidate will operate as part of the Network and Unified Communications PSL team to rollout new initiatives and the day-day operation for this technology in the country (Airbus Indonesia) & region.  

The candidate is also responsible for providing IT proximity support for our business users in Indonesia. The candidate will act as the interface between the business and our Digital operational team to support users in their working environment with the use of existing and new products/ services.

In addition, as site relationship manager, he/she will support the Digital organization strategy and goals, including digital budget for the different entities of the country. He/she will in that perspective be the Digital focal point locally to manage communication with stakeholders and capturing of demands, escalations, and voice of customers. 
 

IP Telephony and Video Conferencing (60)

• Work closely with Network and Unified Communications team, resolve the daily operation tickets
• Perform standard configuration following change management and maintenance tasks as per Airbus Standard
• Perform system configuration backups and restores to ensure system configuration recovery from error or outage
• Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems on Network and Unified Communication Devices
• Monitor, test, and tune system performance based on Airbus requirements; preserve and provide system log files as needed
• Create required reports in response to business user needs
• Update the operation manual and keep it up to date
• End users requests, daily requests and standard requests
• Infrastructure extension and the acceptance of a new installation or extension
• Manage asset data collection and keep it update to date (full asset management)
• Manage end of life and end of support in an efficient way that maintain the same level of services and cover the same IP Telephony features
• Unified Communication, including IM&P solution (UC client CUPC or Jabber) and softphone features
• Support new site deployment with IPT and Jabber. Create dial peer in the CUCM
• Providing first line support, testing of video equipment and health check
• Support video conferencing including customer service, troubleshooting, testing, documentation and other related support duties as needed
• Daily Operation for Cisco and Google video video conference devices and solution, including Install, Move, Add, Change

Proximity Support and Site Reliability Management (40)

• PC deployment using Airbus standard master image.
• Patch testing, validation and deployment.
• IT proximity support to local and remote users with regards to endpoint devices including but not limited to desktop, laptop, software, IT peripheral, printers, IP Phones, video conference system and projectors/ screens.
• Provide IT technical support to users including installation, configuration, maintenance and troubleshooting.
• Liaise with relevant vendors on purchase, repair and maintenance of computers and related IT peripherals.
• Maintain IT process documentation, knowledge based articles and user manual.
• RFQ and procurement for local IT related purchase , including but not limited to IT Asset & Inventory management.
• To pick up, resolve, update, close incidents and service requests tickets, to support IT problem management and Change Requests and to work with Digital APAC team on system implementation and support when required
• Provide familiarization training to business users in regards to IT tools, devices and services.
• Contribute to constantly improving service delivery, processes and procedures workflow.
• Responsible for Digital budget for his/her country, including forecasting, monitoring, optimization and reporting to leadership management
• Maintain productive relationship with internal customers (business stakeholders)
• Support the Business Relationship Manager on prioritizing and quantifying business value for all demands and projects relating to his/her country scope
• Represents Digital APAC as a point of contact for business in the event of incident escalation and business capabilities demand collection.
• Manage local Digital projects, including initiating, planning, executing, and closing 
• Serve as an immediate advisory to business relating to Digital topics and interest
• Contribute and collaborate with Digital or business stakeholders for project related activities if necessary.

Personal & Interpersonal Skills

• Self-motivated, proactive, self-discipline with a service mindset
• Good analytical and problem solving skills
• Independent, patience and willingness to learn
• Interpersonal and communication skills
• Ability to articulate to both technical and non-technical audiences
• Ability to organize and manage multiples priorities
• Good team player
• Ability to work well under pressure
• Attention to details
   

Professional Skills

Experience / Knowledge

• Minimum 5 years relevant experience in implementation and operations of Cisco Unified Communications(including Webex), Google Meet solutions 
• Knowledge in Google Workspace, Microsoft products and Office network environment
• Understanding of ITIL and ITSM process
• Familiar with usage of a IT Service Management (ITSM) tool
• 2 years experience as a product owner for an IT product or service
• Possess communication skills in English (spoken and written)

Qualifications

• Degree / Diploma in Information Technology or equivalent
• Relevant industry certification, eg. ITIL
• Certification in Cisco Voice and LAN(Switching and Routing) or equivalent

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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