Empresa: Colt Technology Services
Provincia: Barcelona
Población: Barcelona
Descripción: Role Purpose
– Working within a team created to support multinational customers, providing VoIP support in a NOC to NOC relationship.
– The successful candidate will carry out first and second level analysis, diagnostics, fault isolation and fault resolution, for customer reported incidents and enquiries, using the incident management process in line with the Service Centre objectives.
– This includes end-to-end ownership, co-ordination and management of tasks assigned to other teams and network partners.
Key Accountabilities
– Proactively monitor, troubleshoot, diagnose and resolve faults across the customer VoIP Solution.
– Single point of contact for incidents and changes for the customer.
– Infrastructure and a range of IP services according to product SLAs, up to 3rd Level Support.
– Coordinate operational relationships, and liaise with suppliers and internal Colt teams to resolve Customer queries, incidents and change requests.
– Build, manage and strengthen Customer relationship. Create and follow up on communication plans agreed with Customers.
– Ensure records of work carried out are maintained accurately and on time, to facilitate the smooth running of the business.
– Manage own workload effectively.
– Carry out systems checks to confirm service status, configuration and presentation.
– Build a network of contacts within the Colt organisation in order to be able to find a solution to Customer faults or enquiries in a timely manner.
– Participate, when requested, in Continual Service Improvement initiatives representing the Service Centre and area of expertise.
– Provide training and coaching to new starters and less experienced team members and/or peers to assist with the on-going development of the team.
– Coordinate and provide input into reports for complex and major incidents for individual Customers.
– Participate and be available to work in the shift rota as required weekend includes.
Skills & Experience
– Previous experience within a Telco / IT Helpdesk environment is required.
– Proven experience with the following vendors and associated equipment and management systems: Sonus SBC and GSX/PSX, Nortel DMS, Siemens EWSD, Cisco, Juniper.
– Able to demonstrate a high level of capability from a second level perspective in VoIP and TDM Voice.
– Experience of working within a team environment, with full responsibility for fault resolution. To include taking ownership, coordinating with internal and external teams and managing through to a satisfactory conclusion.
– At least 12 months proven experience of resolving incidents and enquiries at an advanced level.
– Experience using Wireshark to analyse SIP traces, including RTP streams.
– Experience with one or several PBX system an advantage.
– Experience with NGIN an advantage.
– Experience with number formats, TO, national/international call routing.
– Fax troubleshooting would be a plus.
– Able to provide training and coaching to new starters and less experienced team members and/or peers.
Qualifications
– Fluency in English (written and spoken) is a requirement.
– Fluency in another European Language would be an advantage.
– An industry recognised qualification VOIP or voice networks would be desirable (or equivalent experience and training relevant to a Second Level Technician).
– The successful candidate will have a good understanding and proven troubleshooting experience in SIP trunking.
– Knowledge on the following is considered as important: H.323, C7, ISDN.
– Knowledge on Routing protocols would be a plus (BGP, EIGRP, HSRP, VRRP, IS-IS, OSPF).
– Able to work well under pressure and meet tight deadlines.
– Demonstrate a logical/methodical approach to fault finding.
– Able to demonstrate the developed skills needed to perform complex tasks, and the ability to find solutions in a timely manner.
Tecnologías: voip, sonus, ewsd, nortel dms, cisco, juniper, isdn
Tipo de Contrato:
Indefinido
Salario: Sin especificar
Experiencia: 2 años
Funciones: Helpdesk – Soporte Técnico
Formación mínima:
FP2/Grado Superior
