JOB DESCRIPTION

The team:

The Network Operations Centre (NOC) manages and maintains our large network 24x7. As a highly intelligent and efficient break/fix organization, with a strong focus on consistency and process, it works with other parts of the company to deliver a world-class customer experience.

Main duties:

- 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

- Liaise with customer representatives to progress fault resolution.

- Support local Field operations with maintenance activities.

- Works in the NOC on a 24x7 shift rota.

Knowledge and experience required:

- Minimum three years of work within Cisco Unified Communications environment

- Minimum two years of work in a technical Voice support position.

- Excellent understanding of VOIP principles and of the components of a VOIP network

- Strong technical understanding of CUCM, Unity, Presence and Session Border Controllers.

- Good knowledge of SIP and H.323

- Excellent understanding of Routing and Switching including QoS.

Qualifications:

- BCS, BE or equivalent

- CCNP Voice/CCVP

- ITIL or Equivalent certification (desirable)

Person specification:

- 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.

Languages:

- Excellent English language (written and spoken) a must.