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About the Job

Troubleshoot, identify and resolve IPT (Cisco) and backbone voice Incidents.
Troubleshoot, identify and resolve call center and access number faults.
Troubleshoot value added services (Voice Mail, Attendant console, etc…)
Document all troubleshooting and provide regular updates for all actions executed to solve customer’s incidents via electronic case management system.
Liaise with higher level support for incident escalation and resolution.
To keep management informed of any major customer or network faults.
Liaise with other internal teams to resolve faults affecting voice service.
Activate escalation procedure with vendors when needed.
Perform change management activities. (Implement customer simple and complex changes ).
Perform release management activities. (Implement new release and upgrades)
Act as escalation point for voice implement teams.
To undertake any other reasonable task as assigned by the management team.

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Job Requirements

At least one year of experience in Cisco collaboration technologies.
Good knowledge with IP networking
Hands-on experience on Cisco collaboration technologies and products (CUCM , CME , CUC , CUE and UCCX)
Good understanding of voice protocols and standards.
CCNA Collaboration is a must.
CCNP collaboration is preferred.
Good in English.
Coordination, teamwork and networking capabilities

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Cisco Voice Collaboration Technical Support Engineer