Support Engineer (Voice Team)

Support Engineer (Voice Team) Key Areas of Responsibilities:

  • Provide Office based support activities to 365ITMS customers
  • Troubleshoot IP Telephony related faults and restore service within defined SLAs.
  • Work on issues escalated from Tier-1 engineers
  • Build solid working relationship with key customers and act as a key engineer
  • Document and share processes and procedures with the team
  • Highlight potential problems and take a pro-active approach
  • Manage communication and call logging with third parties and Cisco TAC
  • Take full ownership of all issues
  • Form part of 24x7 on call rota
  • Maintain regular communication with the customer and management on progress/status of owned problems      
  • Maintain accurate records of customer communication and progress in the call logging system
  • Occasionally attend customer sites to perform troubleshooting of Cisco IP Telephony systems and associated applications when remote support is not suitable or has been exhausted
  • Self study of manuals, web and appropriate text books
  • Work in 5i lab to gain and maintain familiarity of products, their configuration and integration
  • Undertake formal training as agreed necessary with manager
  • Generate good quality documentation of work undertaken for potential consumption by customers
  • Provide support to other engineers
  • Follow the 365 ITMS procedures and processes at all times
  • ·Other activities as deemed necessary from time to time, in keeping with an overall support role and within experience level


Key Skills:

  • Cisco Call manager 7.x - 11.x
  • Cisco Unity connection
  • Cisco CME, CUE
  • UCCX, EICC, Contact Centre concepts
  • Call Recording concepts, Redbox, QMS
  • Gateways H323, MGCP, SIP.
  • Cisco CUBE.
  • Basic networking knowledge Layer 2 and Layer 3 technologies
  • Strong understanding of general IP telephony concepts


Non-Essential Skills:

  • Cisco Wireless LAN controllers and concepts
  • Firewall experience – Cisco, WatchGuard
  • VPN’s remote access, LAN to LAN and DMVP
  • Network Management – Orion Solarwinds / NetfFlow


Location: Riseley

To apply for this position, please send us an email.