IP Telephony Support Engineer Tier 2

We are looking for IP Telephony Support Engineer to provide Tier 2 support for incidents related to customer’s Cisco IP telephony environment.
This includes technical, leadership and communication skills to interface with customer and peer AT&T teams to recover complex IPT problems real time and restore service per SLA agreements.

Roles and Responsibilities:
∙ Tier 2 Advanced Technical support for the products delivered in this 24x7 telephony and voice environment.
∙ Responsible for monitoring and responding to technical hardware and software problems utilizing a variety of testing tools and techniques in support of the telephony
∙ Consulting with customers and 3rd party vendors
∙ Acting as an interface to customers - accepting trouble reports and resolving such on timely manner and per given SLAs.
∙ Actively troubleshooting complex incidents and implementing break/fix changes
∙ Working closely with internal and external technical teams to resolve customer issues.

Key Competencies and Skills:
∙ CCNA Collaboration / CCNA Voice certification or equivalent working experience.
. Experience monitoring and troubleshooting MCS Servers, UCS Servers, CUCM/Unity Applications, Analog Gateways, CME/CUE
∙ Experienced with network monitoring tools and ticketing systems.
∙ Experience with Network and/or IP Telephony troubleshooting and resolving technical incidents in customer environment.
∙ Advanced understanding of LAN and WAN Inter-networking Devices - Routing, Switching, Subnetting.
∙ Advanced understanding and working knowledge of the data flow between various network infrastructures and their end points.

Education and Qualifications:

• Excellent English both written and spoken
• Team player, responsible and driven through resolution approach
• University degree or equivalent exprience
• 2 years of relevant work experience with Network Support and/or IP Telephony support is desired but not essential.

Additional Information:
This position needs to support 24/7 business need with rotational shift pattern.

Initial working hours Mon-Fri 9am-5:30pm, with a move into rotating shifts (morning/nights) in the future.

This position could be suitable for a professional looking to progress his career, current student or soon to be graduate, feel free to apply, we look forward to hearing from you.

Meal Vouchers
Paid holiday
Annual Bonus
Paid Overtime/Shift Allowance