Tier 2 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 . • Knowledge on Broadsoft, 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

Qualification and Certification: B. E. /BSC along with CCNA (Collab), SSCA , ITIL optional