L2 Global Voice Support Engineer (CISCO IPT)

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(Preferred for Singapore based candidates)

Key Highlights

Up to 80% L2 Operations Support
20% project support (travelling required)
Staggered Shift weekdays (8 hour daily work within 7.30am-8.30pm timeframe)

Responsibilities

Part of a team that does Support for VOIP, IPtel , Voice TDM issues at level 2
Will solve up to 90% of all escalated issues from level 1
Solve recurring issues and provide Root Cause analysis
Implement IP Telephony change request
Maintain a comprehensive and update-to-date customer voice topology database
Able to operate within ITIL frame work
Project Implementation and rollout

Requirements

Degree in Computer Science, Data Communications, Engineering (or equivalent)
Min 4 years related Voice support experience
Professional Certs in CISCO voice/data and/OR avaya
Excellent knowledge ON VoIP technology, Call Center Services, IVR, IP-PBX (Cisco, Avaya, IP Telephony, Call Manager, Unity, IPCC)
Knowledge on Legacy Voice
Understanding complex IP Telephony integration with CTI, IP-PBX, SIP soft switch, Voice Gateway, LAN, Firewall, WAN, etc.
Protocol knowledge skills: (SIP, H232, DNS, ENUM, MGCP, SBC, SPS, Realm)
Good usage knowledge of voice analysis Tools in for reporting, measuring (eg Quality of Service)
Good usage knowledgE of network monitoring,troubleshooting admin tools (LDAP, MRTG, wireshark, etc)