MS VoIP Engineer

• Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational
• Perform necessary checks, apply monitoring tools and respond to alerts Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
• Assist in analysing, assigning, and escalating support calls
• Investigate third line support calls assigned and identify the root cause of incidents and problems
• Report and escalate issues to 3rd party vendors if necessary
• Provide onsite technical support to clients and provide field engineering services to clients
• Conduct a monthly random review of incidents and service requests, analyse and recommend improvement in quality
• Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
• Proactively identify opportunities for work optimization including opportunities for automation of work

• Bachelor's degree or equivalent in Telecommunications or Information Technology, or related field
• 3 - 5 years ICT experience or worked experience in a similar role
• CCNA/ CCNP certification
• Cisco Certified Network Associate (CCNA) Voice/Collaboration – Advantageous
• Strong understanding of VoIP protocols systems (SIP, RTP, H.323), networking fundamentals (TCP/IP, LAN/WAN, VLANs), and voice codecs
• Network QoS
• Good understanding of WAN/LAN systems
• ITIL v4
• IT and technical support experience
• Excellent communication and negotiation abilities

Cisco Certified Network Associate (CCNA) Voice/Collaboration – Advantageous