Job Description

Job Summary Responsibilities

• Assist with the design, implementation and maintenance of Unified Communications network system including but not limited to Cisco Call Manager (CUCM), Cisco Voice Mail (Unity), Cisco Automated Call Distribution (UCCX), Cisco Automated Call Distribution (PCCE), Cisco Auto Attendants, Cisco Video and NEC Private Branch Exchange (PBX) telephone system
• Design, build and implementation of voice & conferencing solutions
• Provide Tier III support for all voice related technologies using internal ticketing system
• Design and implement SIP Trunking with existing Skype infrastructure
• Provide regional assistance for obtaining requirements, seeking cost effective resellers, ordering and coordinate installation of voice/data hardware
• Resolve problems reported by end users for voice communications, local and wide area networks, personal computers and networking equipment (switches, routers)
• Ensure customer enquiries are dealt with in a timely and professional manner
• Ensure Continuous Improvement is embedded into our everyday working
• Ensure all engineered installation designs meet the guidelines of "best practices" security requirements and the intent of the stated requirement
• Plan and design Network infrastructure which includes improvements, upgrades and solution which will ultimately guarantee project success
• Prepare and install Network infrastructure as specified by the client so that the required service delivery standards are met
• To provide administrative support and maintenance to relevant stakeholders to enhance effective service delivery
• Attend and resolve WAN and related calls logged within the agreed signed SLAs
• Conduct proactive Network monitoring and management to reduce risks and eliminate inefficiencies
• Furnish service reports on the Network performance by using appropriate communication channels to keep all stakeholders abreast of developments

Qualifications and experience

• Must work well in a fast-paced and dynamic environment
• Bachelor's degree and/or related certifications and at least 5 years of IT Voice and Networking data experience
• Maintains familiarity with client base and network resources being utilized by customers
• Experience with Cisco Call Manager 9.X required
• Knowledge of Cisco Call manager or other Voice systems
• Certificate in CCNA, CCNP and Any Recommended and Approved Network Related Qualifications
• Extensive experience with the SIP protocol, dialogs, using applications, and business processes
• Expertise with open communication protocols (XMPP and SIMPLE network management Protocol etc.), T1/E1 (PRI and CAS), gateways, SIP Trunking, and session border controllers
• Experience in dealing with large-scale information systems projects and service delivery
• Requires excellent problem solving and analytical skills to effectively address the needs of customers, including experience handling problem escalations and notifications
• Experience configuring and working with Cisco VoIP enabled technologies
• Advanced knowledge of networking protocols, hardware, and operating systems

Technical Competencies

• IT Network Infrastructure and Governance, IT Products and Services, Knowledge of Incident Restoration and Network Principles, Internet Application Layer Protocols, Network Design and Troubleshooting, Network Principles such as Multi-Protocol Label Switching (MPLS) Virtual Private Networks, Wide Area Networks (WAN), Local Area Networks (LAN) Quality of Service (QOS) Routing and Switching Carrier Services, Documentation of Network Architecture and Service Level Agreements.
• Solid understanding of Network Management Systems (e.g IPSec) including technologies and concepts, Modems Carrier Technology, Cabling Principles and Troubleshooting WAN

Behavorial Attributes

• Problem resolution orientated, security conscious, customer relations communications.

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