Service Operations Engineer (Voice 2nd Line)

Key responsibilities:

• Working standalone and in team as part of managed projects on incoming customer requests using defined processes for provisioning
• Validating incoming customer configuration service requests and implementing them using CUCM GUI or bulk admin toolset depending on the volume and nature of the query
• Communicate with partners, resolver groups and field engineers providing them information and guidance aiming service restauration.
• Implementing (create, cease, modify) customer sites (e.g. partitions, calling search space, etc.) in Call Manager and dealing with config of analogue and PSTN gateways
• Customer communication and ensure updates about progress of incidents and request to users and managers. Join crisis calls and ensure technical support for network cases
• Ensure quick response to network alerts from monitoring systems, incident assignment and resolver groups engagement.
• Be proactive and responsive to network alerts, events and disruptions aiming to start fault isolation and troubleshooting as soon as possible aiming to resolve them on SLA target time.
• Acknowledge, update and closure incidents following all steps of incident management according to ITIL best practices aiming to resolve them on SLA target time.
   

Qualifications 

This role will suit you if you have the following skills: 

Professional skills:

• Extensive knowledge in Voice over IP, telecommunications and Voice related services
• Ticket management, monitoring and support. Service Level Agreement (SLA) monitoring / Service problem investigation and troubleshooting
• ITIL best practices, CCNA VOICE is an advantage
• Ability to configure and conduct troubleshooting for analogue and PSTN gateways with CISCO equipment, solid understanding of CUCM, confidence to use Bulk Administration is an advantage
• Continuous service improvement, Customer assistance, Issue resolution is an advantage 

Additional information: On the voice team you will be part of a motivated team, we are able to provide mentorship and oriented in career growth opportunity, the new members will be supported by high qualified team. We have a broad mix of experience levels and tenure, we have an environment that celebrates knowledge sharing, Our senior members enjoy one-on-one mentoring and thorough. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded engineer and enable them to take on more complex tasks in the future. This is an exciting opportunity to be in direct contact with a complex and challenging environment with full support for development and growth. We offer opportunities for job specific and broader career development trainings and voucher for certificate with hands on training with our best profesisonals in our network labs.