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Voice Engineer

Voice Engineer

GTT Communications, Inc.Pune, Maharashtra, India
13 hours ago
Job description

Description

Role Summary :

The Network Management Centre (NMC) manages and maintains GTT’s pan-European , US and Canada network 24x7. As a highly intelligent and efficient break / fix organisation, with a strong focus on consistency and process, it works with other parts of GTT to deliver a world-class customer experience.

Internal Departments they will interact with :

Service Desk, TSS, Incident and Problem Management

Main Responsibilities :

Provide proactive fault resolution support for Voice / VoIP cases or when the Service Desk / NOC front line team is unable to resolve a customer and / or network fault or where a fault has been escalated according to SLA requirements.

  • 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 across a pan-European US / Canada network
  • Liaise with customer representatives to progress fault resolution.
  • Support local Field operations with maintenance activities.
  • Works in the NOC on a 24x7 shift rota.
  • Reporting security incidents to the appropriate operations functions on detection.
  • Comply to GTT Security Management controls, security policies and report security incidents to line manager
  • Monitoring fraudulent activity and alerts.

Ideal Candidate Profile :

  • 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
  • Supporting carrier level voice service such as trunking and hosted phone services
  • Supporting routers, switches and phone platforms
  • Supporting Netsapiens hosted platform, Broadsoft or similar platforms
  • Good Knowledge with call routing
  • Good Knowledge with SIP call flows and troubleshooting
  • Familiarity with packet capture analysis tools such Wireshark
  • Desirable Criteria :

  • Fluency in English and other languages would be an advantage
  • Ideally two to three years of work in a technical Voice support position
  • Ideally one year experience of working a 24x7 shift pattern
  • Linux / Unix skills to at least user level
  • Good knowledge on SIP protocol
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    Voice Engineer • Pune, Maharashtra, India

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