Job Description:




- Troubleshoot, identify and resolve IPT (Cisco) and backbone voice Incidents.
- Troubleshoot, identify and resolve call center and access number faults.
- Troubleshoot value added services (Voice Mail, Attendant console, etc...)
- Document all troubleshooting and provide regular updates for all actions executed to solve customers incidents via electronic case management system.
- Liaise with higher level support for incident escalation and resolution.
- To keep management informed of any major customer or network faults.
- Liaise with other internal teams to resolve faults affecting voice service.
- Activate escalation procedure with vendors when needed.
- Perform change management activities. (Implement customer simple and complex changes ).
- Perform release management activities. (Implement new release and upgrades)
- Act as escalation point for voice implement teams.
- To undertake any other reasonable task as assigned by the management team.




Requirements:


 


- Engineering degree in telecommunications.
- 2-4 years technical experience in Cisco IP telephony & Voice over IP.
- Experience in operation & crisis management.
- CCNP (Voice / Collaboration) certified.
- Strong voice experience (Cisco) product suites.
- Good knowledge in Voice protocols (SS7, H323, MGCP, SIP, H248, etc...).
- Good knowledge in network, LAN/WAN protocols.


- Cisco Contact Centre knowledge and experience is plus.
- Excellent problem solving skills.
- Ability to work under pressure.
- Ability to work in a multitask environment, dealing with multiple tasks.


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