Tier 2 Voice engineer

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

Work arrangement
No