Technical Consulting Engineer

Your main focus will be driving incident restoration during outages with a secondary focus on Continual Service Improvement activities to benefit the overall service. You will be a key resource in driving growth and customer sentiment across our Cloud Calling platform.

Qualifications:

• 2.5+ years of experience in advanced technical support
• Cisco Certified Network Associate certification required
• Cisco Certified Network Professional or Voice Collaboration certification preferred
• Possess the ability to think analytically while working in a high volume work environment
• Able to easily communicate complex concepts and instructions to non-technical end-users
• Possess knowledge and understanding of network designs and concepts
• Able to apply technical knowledge to troubleshoot and isolate VoIP Issues

Required Knowledge/Technical Skills

• Intermediate level experience in handling Cisco IP telephony Network Infrastructure.
• Basic Understanding of concepts: OSI and TCP/IP Model, VTP, STP, Ether channel, HSRP, Routing Protocols .etc.
• Intermediate understanding of switching - VLAN, Voice VLAN, Inter Vlan routing, PoE etc.
• Basic Understanding of UCS machines, ESXi and CIMC
• Intermediate/Expert understanding of the following Cisco Unified Communication Products
• CUCM 7.x, 8.x and above
• Cisco Unity Connection
• Cisco Unified Communication Express Cisco Unity express
• Cisco Voice Gateways (ISR Routers and Analog gateways)
• Gateway protocols: H323, SIP, MGCP
• Trunks, E1/ T1(CAS, CCS), FXS /FXO etc.
• Gatekeepers
• Understanding of CUBE

Key Skills

• Excellent Voice and Communication Skills.
• Global orientation and Process oriented.
• Ability to stay focused and Open to work in night shifts
• Proactive Monitoring of alarms and incident cases.
• Managing Phone Queues.
• Incident tracking to ensure continuity across shifts.
• Coordination of communication bridges during major outages.
• Work with multiple vendors/teams as required to drive issues to resolution.
• Execute changes and tasks as assigned per defined procedures.
• Follow proper documentation procure on incidents and adhere to defined SLA/SLOs
• Use Lab to recreate scenarios to provide solution to issues.

Role: Associate / Consultant

Industry Type: IT Services & Consulting

Department: Consulting

Employment Type: Full Time, Permanent

Role Category: Management Consulting

Education

UG: Any Graduate

PG: Any Postgraduate