Voice Engineer

Tier 2 Voice Engineer/Network Technician

Shift time: Two days day shift 8 AM to 8 PM, two days 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.

• 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