GNOC Tier 2 Voice EngineerPune, IndiaFull TimePosted 2 months ago
GTT Communications, Inc
Pune, India
16d ago

Position Summary :

With minimal supervision, perform tasks associated with repair of the client’s voice services, communicate via phone, email and in system notes with the client and internal stakeholders.

A working knowledge of Windows operating systems is expected, with Linux or UNIX a plus.

Key Responsibilities :

  • Provide technical support and manage client escalation with an ownership mentality and a focus on client experience
  • Prioritize, triage and respond to client requests in timely manner
  • Own and troubleshoot client and voice network issues
  • Work collaboratively with both internal teams and third-party vendor support and
  • engineering teams
  • Mentor tier 1 techs and proactively grow in technical and client-specific knowledge
  • Performance of any other ad-hoc duties as requested by GTT management
  • Produce technical support documentation and write incident reports as appropriate
  • Required Qualifications :

  • Education : engineering degree with more than 4 years of relevant job experience
  • 2+ years of experience working as a VoIP engineer
  • 2+ years of experience working on Sonus equipment (EMS, PSX, GSX, SBC)
  • 1+ years of experience as either an IP network engineer or Linux / Unix systems administrator
  • Ability to design, implement and troubleshoot VoIP technologies and VoIP equipment
  • Familiarity with and working knowledge of session border controllers
  • Comfortable working in a Linux / Unix environment
  • Experience : 2+ years in a technical support role with a preference given to technicians with experience in the telecommunications industry
  • Excellent English communication skills (verbal and written)
  • Logical problem analysis skills
  • Use initiative and be proactive
  • Take ownership / responsibility for own work
  • Ability to multitask, prioritize and work in a pressured and sometimes stressful environment
  • Must be adaptable and flexible in dealing with a variety of people
  • Achieve certification and maintain required training levels
  • Must be a team player
  • Ability to work on rotating shifts and / or on-call rotations
  • Attention to detail with good organizational capabilities
  • Ability to prioritize with good time management skills
  • At least 2 years’ experience in a network or voice support role
  • Experience with network monitoring software
  • In-depth knowledge of core TCP / IP networking skills
  • Routing and switching (Juniper / Cisco)
  • Previous experience of working in an SLA-driven environment (ideally ISP based)
  • Understanding of IP and / or optical networks to include IPv4, IPv6, BGP, ISIS, OSPF, MPLS, VLANS, Ethernet, DWDM, SDH, Dark Fiber, DNS, SNMP and IPSec
  • Experience with shift work 24x7x365
  • Preferred Qualifications :

  • JNCIA or CCNA certification or equivalent skill level developed through industry experience is required
  • Experience supporting carrier level voice service such as trunking and hosted phone services
  • Experience supporting routers, switches and phone platforms
  • Experience supporting Netsapiens hosted platform, Broadsoft or similar platforms
  • Experience with call routing
  • Experience with SIP call flows and troubleshooting
  • Experience working with packet capture analysis tools such Wireshark
  • Strong analytical skills
  • Strong verbal and written communication skills
  • Resourceful, innovative and creative
  • Ability to work extra hours as needed
  • Ability to work in a fast-paced and ever-changing environment
  • GTT retains the right to change this job description any time.

    GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

    In addition to federal law requirements, GTT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

    This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

    GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

    Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.

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