VoIP Engineer

The primary function of the VoIP Engineer is to carry out 2nd level troubleshooting of VoIP faults, including circuit level diagnostics, for all Colt products delivered over the Voice/VoIP network with 24x7 responsibilities. Develops customer solutions to address a variety of business problems across voice domain. Acts a subject matter expert on multiple functional areas related to voice technologies and able to troubleshoot the faults raised by customer. 

Key Accountabilities 

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. 

Essential requirements

Able to demonstrate a high level of capability from a second level perspective in VoIP. Previous experience within a Telco / IT Helpdesk environment is required. 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 Working experience with tracing tools like Wireshark, Klerity or similar. 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. Knowledge on the following is considered as important: SIP, SDP,RTP, International numbering plan, Voice Cloud solutions, APIs and scripting. Knowledge of AudioCodes, Cisco, Juniper is a preference. Excellent phone and communication (written and oral) skills Customer and service oriented. Committed to providing quality service & results, ready to make a positive difference.  Ability to quickly learn technical information. Ability to take decisions quickly and efficiently. Must be able to speak & write fluent in English, second European language would be advantageous.

Desirable

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 

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