VoIP Engineer
Colt Technology Services
- Lisboa Barcelona
- Permanente
- Horário completo
- Troubleshoot, diagnose and resolve faults for VOIP services according to product SLAs, up to 3rd Level Support.
- Able to check the call flows of customer traces and should have clear understanding of the concepts
- Knowledge or experience with interfacing into Optical and Ethernet-based Networks would be advantageous.
- Have full knowledge of customers bespoke solutions and services.
- Mentor a group of Lead Engineers on solutions and supported technologies.
- Build and maintain working relationships with key interconnect partners and vendors.
- Manage and coordinate tasks assigned to other teams, e.g. Technical Assistance Centre (TAC).
- Maintain a clear and accurate record of events throughout a fault duration utilising COLT internal company ticketing system and provide regular updates as and when required.
- Identify, Plan and Implement solutions for re-occurring Problems on VOIP and TDM services.
- Technically manage software upgrades in co-ordination with vendor and Colt teams involved.
- Create technical documentation, Troubleshoot guides and Method of procedure to execute configuration changes.
- A good understanding and proven troubleshooting experience in SIP trunking.
- Proven working experience with some of the following vendors is needed: Ribbon(Sonus) SBC and GSX/PSX
- Knowledge of AudioCodes, Cisco, Juniper is a preference.
- Previous experience within a Telco / IT Helpdesk environment is required.
- Able to demonstrate a high level of capability from a second level perspective in VoIP.
- Working experience with tracing tools like Wireshark, Klerity or similar
- Knowledge on the following is considered as important: SIP, SDP,RTP, International numbering plan, Voice Cloud solutions, APIs and scripting.
- Experience of working within a team environment, with full responsibility for fault resolution. Including taking ownership, coordinating with internal and external teams and managing through to a satisfactory conclusion.
- Excellent phone and communication (written and oral) skills
- Customer and service oriented
- Committed to providing quality service & results, ready to make a positive difference
- Proactive
- Ability to quickly learn technical information
- Ability to take decisions quickly and efficiently
- Team Spirit
- Formal IT qualification: CCNP, CCSP, CCNA, etc.
- Exposure to vendor specific VoIP training and related technologies
- Experience with ITIL
- Telecoms / Computer science degree or equivalent
- Relaxed dress code
- Two days annually to spend on volunteering opportunities
- 39 hours working week and additional days off as per Colt own collective bargaining agreement
- Benefit package that includes life insurance, private health insurance and pension plan. In addition flexible benefits scheme
- Lunch vouchers or childcare vouchers
- Access to a virtual business school for on-going learning
- Business mentoring
- International environment with employees from more than 35 different nationalities