Voice Engineer

JOB Designation: 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 must.

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