- Have clear understanding of Cisco and Shoretel Voice network deployment models and should understand functioning of voice network devices.
- Have worked on Cisco Unified communication products like Cisco Unified Communication Manager, IPCC Express, Cisco Unity Voicemail, Cisco Wireless Phones
- Knowledge in Video conferencing will be added advantage
- Good implementation/troubleshooting experience on Cisco IPT & IPCC Express.
- Installation, Configuration and troubleshooting of Shoretel IP telephony. Having worked on Shoretel devices will add more value
- Have clear understanding on VOIP protocols like SIP, H.323 and MGCP
- Routing and Switch protocols: BGP, EIGRP, VLAN, CDP, VTP, STP, RIP, RSTP, WLAN, MPLS
- Have clear understanding on Telecom infrastructure protocols like ISDN and analog signaling.
- Work with Third Party Providers to assist in Problem resolution of telecommunication Problems.
- Provide Level 3 support.
- Manages delivery team of L2 Engineers
- Tracks and updates key performance metrics
- Provide team support and process improvements through individual contributions.
- Handles escalations
- Participate in routine operational meetings
- Maintain and update voice network diagrams and vendor information for voice network devices
- Have very good troubleshooting and analytical skills.
- Report on Telephony Problems within established time frames.
- Perform root cause analysis in accordance with the Procedures Manual.
- Participate in root cause analysis if needed.
- Produce root cause analysis report.
- Perform Telephony Problem trend analysis.
- Prepare, produce, review and provide a trend analysis report.
- Review trend analysis report.
- Propose recommendations to improve the support process.
- Plan and test voice network software upgrades.
- Plan and test disaster recovery and backup plans.
- Participate in rotating “on call” schedule with other members of the team
Has strong background with the following:
- Cisco Unified Call Manager
- Cisco Unity, Cisco IPCC Express
- Cisco Voice Gateway
- Shoretel IP telephony
- Shoretel Voice mail Server
- Shoretel Voice gateway
Andy Bundad
Technical Recruiter
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www.htsconsulting.com
