Voice Engineer

As a Tier 2 Voice Engineer/Network Technician, your role will involve participating in a rotating 24x7x365 shift schedule to ensure operational coverage. Your key responsibilities will include: - Managing trouble ticket incident resolution - Proactively monitoring and troubleshooting the network - Handling customer escalations and providing timely updates - Collaborating with NOC Engineers and Network Operations Centers globally - Maintaining operational standards to meet customer SLAs Your qualifications should include: - Strong understanding of SIP protocol, VOIP, Broadsoft, and hosted services - Proficiency in ISUP, Q.931, SIP, H.323 protocols, and IP networking - Experience in telecom industry standards and operations - Familiarity with Sonus/Ribbon, Genbands, Polycom, and Cisco IP phones The company operates a Network Management Centre (NMC) that oversees GTT's pan-European, US, and Canada network round the clock. Your interactions will primarily be with Service Desk, TSS, and Incident/Problem Management teams. Your main responsibilities will include: - Providing fault resolution support for Voice/VoIP cases - Monitoring network and customer services using network tools - Initiating incident management process proactively - Diagnosing and troubleshooting Voice network faults - Coordinating with Field Operations and vendors to resolve faults - Reporting security incidents and complying with security management controls The ideal candidate should possess: - Professional, proactive, and structured approach - Strong interpersonal and communication skills - Ability to work effectively under pressure - Detail-oriented and organized work style - Experience supporting carrier-level voice and data services - Familiarity with call routing and SIP call flows - Knowledge of packet capture analysis tools like Wireshark Desirable criteria include fluency in multiple languages, previous technical support experience, proficiency in Linux/Unix, and expertise in SIP protocol.,