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Job Description
- Troubleshoot, identify and resolve IPT (Cisco) and backbone voice Incidents.
- Troubleshoot, identify and resolve call centre 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 customer’s incidents via an 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 an escalation point for voice implement teams.
- To undertake any other reasonable task as assigned by the management team.
Job Requirements
- Engineering degree in telecommunications.
- 2-4 years of 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 of Voice protocols (SS7, H323, MGCP, SIP, H248, etc...).
- Good knowledge of the network, LAN/WAN protocols.
- Cisco Contact Centre knowledge and experience is a plus.
- Excellent problem-solving skills.
- Ability to work under pressure
- Ability to work in a multitask environment, dealing with multiple tasks.
Additional information
- Excellent interpersonal, cross-cultural and strong communications skills.
- Good time management, and organisational skills.
- Good Presentation/report writing skills.
- Customer-centric approach.
- Tenacity.
- Flexibility in terms of working hours, ability to work on shift.
- Proactive, self-motivated and determined attitude.
- English proficiency, the French language is a plus.
- IT skills are a plus
