Senior VOIP Nerwork Engineer
Prime Purpose of Position:
Provide third level technical escalation to staff supporting
customers for
Data, Voice, and Security requests and issues. This will also
require proficiency in
design, consultancy, and implementation. Ensure service level
agreements are met and
provide a single point of contact for ownership of escalated
requests and issues.
Reporting to:
GNC
Support Manager (with guidance as appropriate from the CBJ GNC Team
Lead)
Responsibilities:
•
Ensure all policies, procedures, and work instructions are followed
in the interests
of
customer satisfaction and contractual obligations in a 24x7
environment.
•
Customer focus providing consultancy to business clients regarding
availability,
functionality of services, and presales assistance.
•
Enforce and review GNC process to ensure documentation is current
and to
provide management escalation for the GNC staff.
•
Acknowledgement and qualification of NMS alerts (Data, Security, &
Voice) and
open cases with the appropriate priority level.
•
Diagnoses of problems and provide solutions to achieve service
restoration.
•
Provide third level technical support for GNC customer fault
escalations.
•
Escalation as required of cases to internal, management, and third
party vendors.
Authority:
•
Investigate suspected malicious or interesting events generated by
security
devices under management.
•
Third party vendors where appropriate such as technical escalation
or onsite
maintenance.
•
Escalate any issues to management or external technical resource as
deemed appropriate with due attention to the escalation procedure.
Communication
•
customers as required for fault diagnosis and rectification.
•
Third party vendors such as telcos and vendor assistance centres.
•
Daily with GNC Team Lead on duty to ensure appropriate technical and
management escalations are being followed.
•
At the commencement and conclusion of each shift with their
respective GNC
engineers for handover.
•
Weekly or daily with GNC Manager depending on shift.
•
Management as required.
Key Result Areas
•
Ownership or customer issues and directly effecting resolution.
•
Time management and prioritization to balance competing customer and
internal
demands.
•
Application of technical and commercial/business frame of reference
to the role.
•
Ensure GNC staff is at adherence to customer Service Level
Agreements.
•
Customer satisfaction and quality of trouble ticket updates.
•
Monthly customer reports providing executive summaries and
recommendations.
•
Performing customer audits for further recommendations on upgrades
on end of
life products, IOS, etc.
•
Project work as assigned by the GNC Manager along with pre and post
sales
support.
Skills required – mandatory
•
CCIE in Routing & Switch, Voice, or Security.
•
Technical understanding of LAN/WAN/Security/Voice/Server
technologies.
•
Well rounded project management skills with a proven track record.
•
Vendor management skills and a strong understanding of SLAs.
•
Strong written and verbal communication skills.
•
Ability to generate and interpret performance based management
reports.
•
Self starter who works well under pressure with attention to detail.
•
Ability to perform remote diagnostics without prior knowledge of the
existing
configuration or network design.
•
Strong technical expertise with Cisco and Checkpoint products.
Skills required – desirable
•
Understanding of Change Management Methodologies.
•
Vendor management skills and strong understanding of Service Level
Agreements.
•
ITIL certification (Foundation certificate minimum).
Qualifications, Certification, Experience
•
Minimum 5 years (preferably more) experience in network support
environment
(LAN/WAN).
•
Bachelor’s degree in IT/Business or any equivalent professional
degree.
•
Minimum of 2 years experience in supporting Checkpoint firewalls on
multiple
platforms. Experience with Provider 1 is a plus.
•
Minimum of 5 years experience in supporting the full range of
enterprise Cisco
products such as firewalls, routers, switches and concentrators.
•
Industry certification with one or more of the following
CCDP/CCNP/CCSA/CCSE/CCIE is preferred.
•
Cisco IP Telephony, Cisco Call Manager, VPN, & IDS experience a
plus.
Jobseekers kindly email us your latest word format resume to
feedback[a]starweb.com.my *
.* Correct email address is with @ , [a] is for security purposed only.
