L2 VOIP Engineer (Microsoft and Avaya)

Orange Business -
Nasr City, CairoPosted 3 years ago

26People have clicked8 open positions

Job Details

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Work on 2 main technologies: switched Voice (known in OBS as BTG) and Microsoft Telephony (Lync, Skype for Business)
Provide second level expert support for OBS customers in both technologies
Ensure outstanding customer experience
Own incidents/changes according to shift rules
Own incident through its life ensuring service restoration & customer's business continuity
Resolve incidents within the set (SLA/SLO) & our KPIs
Ensure efficient analysis, troubleshooting, and restoration of voice services including multivendor platforms & Orange core voice network
Perform in-depth troubleshooting by checking CDRs, traces, and all relevant logs
Work with/ challenge carriers and vendors
Log and track all action plans set during incident handling while ensuring regular updates to the customer in a timely manner until resolution
Ensure effective communication skills on all levels: with the customer as well as internally to level 1 teams, Service Management
Liaise with higher technical support levels, teams & vendors to drive incident resolution
Initiate escalation procedures to higher technical levels when needed and provide them with all fault details
Activate chronic procedures to respective groups and Voice Service Managers as necessary
Keep management informed of major incidents and high impact
Ensure continuous development and maintain up to date knowledge of different technologies
To deliver efficiently any tasks or projects assigned by the group manager

Education/Certification:

Bachelor degree in Engineering, Computer Sciences or Telecommunications from a reputable university
Switched voice experience
and/or Microsoft Lync/Skype for Business certification or equivalent experience
CCNP voice or equivalent experience is a plus

Experience:

2-4 years operational experience in Voice
If a candidate has Switched Voice background, s/he needs to be qualified in switched voice product suites
Good knowledge of Voice protocols (H.323, SIP , SS7, ISDN), RTP, codecs
Experience with NGN
Experience in Telecom, PSTN, Core network or Core Switching
Good knowledge of SBC, Media Gateways, Voice Gateways
If a candidate has a background in Microsoft, then s/he needs to be qualified in Microsoft Telephony product suites (voice domain)
Experience in Lync 2013, Skype for Business 2015 is a must
Experience with Microsoft partners such as Ribbon (Sonus), Audiocodes is a plus
Experience in Teams is a plus
Experience in Microsoft Lync/Skype for Business Core is a plus
Experience in Active Directory, Windows Server 2008/2012, SCOM is a plus

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