WhiteCrow Research
Website:
whitecrowresearch.com
Job details:
About WhiteCrow
We are global talent research, insight, and sourcing specialists with offices in the UK, USA, Singapore, Malaysia, Hong Kong, Dubai, and India. Our international reach has helped us to understand and penetrate specialist markets at a global level. In addition to this, our service is also extended to complement our client’s in-house talent acquisition teams.
About our client
Our client is a global specialty materials company committed to enhancing the quality of life through innovative products and solutions, prioritizing safety and sustainability. With a focus on key sectors such as transportation, building and construction, and consumables, it leverages cutting-edge technology platforms, fosters deep customer engagement, and drives differentiated application development to maintain its leading positions in these markets. As a globally inclusive and diverse company, they have employed approximately 14,000 people around the world and serves customers in more than 100 countries.
About the role
- As an Advanced Systems Analyst (Voice), you will join our global team that architects and supports voice and video solutions.
- You will balance hands on troubleshooting, participate in design and architecture discussions, implement proactive measures to improve customer satisfaction and reduce support ticket volume.
As an Advanced IT Infra UX System Analyst – BT2, you will be responsible for...
- Troubleshoot and manage voice and video infrastructure (e.g., Microsoft Teams, Session Border Controllers (SBC), VoIP phones, conference-room equipment and related applications)
- Provide day-to-day operational support for the global voice/video environment and act as a final escalation point for support issues.
- Provide operational support for conference room, specialty room and other AV equipment Coordinate and run live events on site
- Process service requests and set up new devices as needed. Own device management and lifecycle across sites
- Monitor performance of voice, video, and fax infrastructure to ensure high quality customer experience.
- Coordinate with telecom service providers/vendors and oversee deployments or new service rollouts.
- Use lab/dev environments to test and implement new changes or features before deploying in production.
- Adhere to defined change management procedures.
What you already have...
- Bachelor’s degree in engineering
- At least 6+ years of demonstrated experience in complex and enterprise scale Unified Communications and Collaboration (UCC) deployments
- At least 3+ years of hands-on experience with Microsoft Teams (support, administration and advanced troubleshooting)
- Enterprise-level expertise with session border controllers (SBC) (e.g., Ribbon, AudioCodes): design, call routing, trunking, and diagnostics
- In-depth understanding of VoIP and related protocols such as SIP, RTP, TCP, UDP, etc.
- Should be able to reason media quality (jitter, latency, packet loss, codec) and security concepts (TLS/SRTP) • Experience working with telecom carriers and services (e.g., ISDN PRI, SIP trunking)
- Experience analyzing and reporting call quality metrics and driving improvements based on data
- Strong knowledge of core infrastructure: Active Directory, DNS, DHCP, networking and firewall technologies
- Strong organizational skills and experience implementing telecom architecture changes in lab and production.
- Experience with ticketing systems in documenting interactions clearly for traceability and handover
- Effective analytical and problem-solving skills
- Able to work independently and as part of a team
- Comfortable switching between complex and routine tasks
- Professional, courteous, and respectful communicator with strong interpersonal skills
- Familiar with Microsoft 365 productivity tools (Teams, Word, Excel, PowerPoint and Outlook)
Click on Apply to know more.