Voice Engineer

Job Description JOB Designation: Tier 2 Voice engineer/ Network Technician Shift time Two day's day shift 8 AM to 8 PM Two day's Night shift 8 PM to 8 AM Followed by Four days leave (Shift hours -12 hours) Skills: SIP protocol, VOIP, Broadsoft, Hosted service, Linux/Unix - Excellent understanding of ISUP, Q.931 signalling protocols and call flows. - Deep knowledge of SIP and H.323 (up to single message level) - IP knowledge to at least CCN level, good Transmission layer understanding - General knowledge of telecom industry and standards. - Strong background of working within Voice Operations environment of a Telco or large ISP. - Excellent understanding of VOIP principles and of the components of a VOIP network must. - Fluent English language skills are essential - Knowledge on , Sonus/Ribbon, Genbands, Polycom IP Phones and Cisco IP phones. Job Description Summary Take part in a rotating 24*7*365 shift rotational to provide operational coverage - Trouble ticket incident management - Proactive Network Monitoring and troubleshooting - Handling customer escalations ensuring customers are updated on technical queries via email, incident management systems and phones - Liaising with other NOC Engineers and Network Operations Centers in other countries - Maintain Operational standards in line with customer SLA's. i.e. fast response times to customers from incident start time up to incident restoration Internal Job Description Role Summary: The Network Management Centre (NMC) manages and maintains GTT's pan-European , US and Canada network 24x7. As a highly intelligent and efficient break/fix organisation, with a strong focus on consistency and process, it works with other parts of GTT to deliver a world-class customer experience. Internal Departments They Will Interact With Service Desk, TSS, Incident and Problem Management Main Responsibilities Provide proactive fault resolution support for Voice/ VoIP cases or when the Service Desk/ NOC front line team is unable to resolve a customer and/or network fault or where a fault has been escalated according to SLA requirements. - Use network tools to monitor core network and customer services. - Proactively initiate incident management process. - Perform diagnostics on all Voice network and customer faults. - Generate action plans to troubleshoot all Voice network and customer faults. - Track the incident management of proactive and reactive issues through the Trouble Ticket system. - Management and Technical escalation of Trouble Tickets in line with process. - Coordinate NOC activities with local Field Operations and Vendor/Supplier representatives to diagnose and fix faults across a pan-European US/Canada network - Liaise with customer representatives to progress fault resolution. - Support local Field operations with maintenance activities. - Works in the NOC on a 24x7 shift rota. - Reporting security incidents to the appropriate operations functions on detection. - Comply to GTT Security Management controls, security policies and report security incidents to line manager - Monitoring fraudulent activity and alerts. Ideal Candidate Profile - Professional, structured and proactive approach. - Self-motivated with excellent interpersonal and communication skills - Positive and approachable team player - Calm and productive under pressure - Detail-oriented and organized approach to work - Efficient and productive with good time management skills - Able to resolve problems quickly and effectively - Supporting carrier level voice service such as trunking and hosted phone services - Supporting routers, switches and phone platforms - Supporting Netsapiens hosted platform, Broadsoft or similar platforms - Good Knowledge with call routing - Good Knowledge with SIP call flows and troubleshooting - Familiarity with packet capture analysis tools such Wireshark Desirable Criteria - Fluency in English and other languages would be an advantage - Ideally two to three years of work in a technical Voice support position - Ideally one year experience of working a 24x7 shift pattern - Linux/Unix skills to at least user level - Good knowledge on SIP protocol