VoIP, Skype, Telephony Support Engineer

COMMUNICATIONS SERVICES ANALYST & SUPPORT ENGINEER (VOIP, SKYPE, TELEPHONY)

POSITION GOALS:

Support role within the Unified Communication and End User Services team - specialising Skype for Business and Telephony across the organisation.

MAIN TASKS OR ACTIVITIES:

- Manage technical aspects of telecom carrier relations for the company
- Help manage escalations and assist with troubleshooting problems
- Perform research, technical analysis
- Drive projects to completion by demonstrating drive and motivation and use superior follow-up skills to keep projects moving forward and to resolve problems
- Contribute and support the coordination & execution of the SIP Trunking rollout
- Support & do project-related tasks for new office setups/office relocations as required
- Support & do activities related to the Migration
- Communicate technical requirements both verbally and in written form
- Demonstrate proven ability to collaborate with teammates to ensure organizational objectives are met
- Maintain a high level of accuracy on all assigned tasks
- Drill down into Skype for business reports and resolve issues or work with a 3rd party to resolve issues
- Assist with regular telephony related clean up tasks
- Support Voice Recording Service and independently manage service assurance activities
- Prepare service review slides for business meetings on a regular basis

JOB REQUIREMENTS: Working experience & expertise in:

- IP Telephony
- Skype for Business voice deployments (IM, Voice, A/V Conferencing)
- Global dial plan and routing o Voice routing, call flows and transcoding
- Skype for Business call features (eg Response Groups)
- Cisco Call Manager
- Analog device support
- Familiar with ISDN, SIP, T1, PRI lines etc.
- Experience in dealing with telephony globally
- SharePoint knowledge would be advantageous
- Project Management skills