IPT/UC Engineer

Job Description

Joining the team, you will provide 2nd level support to the assigned customer base, detailed problem analysis and manage escalation to third parties as required within the role primarily working on customer IPT deployments but will assist from time to time in the data networking MPLS installations and NOC cover. It involves working closely with other engineers within SOC, for service escalations. Day to day you will focus, trouble shooting and administration of customer IPT/VIOP environments. You will be responsible for preparation of report information as required.

Objectives
The primary functions of the role are to Design and implement of Cisco UC solutions for the customer base. Other duties are to include 3rd level support to the assigned customer base, detailed problem analysis and to manage escalation to third parties as required within the role.

Responsibilities
Design / Implementation & Support of Cisco UC solutions including Cisco CUCM, Cisco Unity Connect, CUPS
Design / implementation & support of Cisco Contact Centre Solutions including Cisco CCX
Problem management for IPT network solutions, including remote troubleshooting and diagnosis
Professional and courteous customer interaction via various channels including telephone, e-mail and face – face meetings
Interaction and co-operation ticket management with other helpdesks, both internally and externally
Interaction with other engineers within SOC for service escalations
Interactions with 3rd parties for Level 3 technical and logistical support
Proactive monitoring of customers networks using network management tools and procedures
Troubleshooting and administration of customer IPT/VOIP environments
Preparation of test and low level design documentation
Participation in on-call rota to deliver 24×7 services

Required experience and skills
5 years experience in an IPT/UC Support Environment

Desirable experience and skills
Support of medium to large scale Cisco IPT environments
CCNA (Voice preferable) / CCVP
Voice – TDM experience of integration with IPT environments
Design / implementation and support of NICE Voice recording / quality mgt systems
Microsoft OCS deployment/support – advantageous
Cisco Video support/deployment – advantageous
Support/implementation Cisco contact centre environment