Voice Engineer

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

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• 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