GTT
Website:
gtt.net
Job details:
JOB Designation: Tier 2 Voice engineer/ Network Technician
Shift time Two day's day shift 8 AM to 8 PM , Two day's 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 Broadsoft, 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
Qualification and Certification: B. E. /BSC along with CCNA (Collab), SSCA , ITIL optional
Click on Apply to know more.
