Network & Telco Engineer

Responsibilities: Provide Customers with professional, timely and effective technical expertise on LAN/WAN/Wireless/VoIP & Convergence services support. Provide Customers with professional, timely and effective technical expertise on Avaya PABX/Voice messaging/Contact Centre/CTI and Nice recording solutions. Support or Provision Customer LAN/WAN/Wireless/VoIP network change on time and help to improve the process to "do it right the first time". Provide LAN/WAN/Wireless/VoIP service support by owning customers LAN/WAN/Wireless/VoIP incident within a complex topology (manage LAN, WAN, Wireless, VoIP, IP Network routing or quality issues...) and developing a methodical approach to solve the incident or problem and escalate problem to supplier or internal Engineering team when appropriate. Capable of analyzing problems and resolving recurring difficulties through root cause analysis. Implementing LAN/WAN/Wireless/VoIP change requests for customers on the supported managed LAN/WAN/Wireless/VoIP solution (Cisco Router, Cisco Switch, Cisco Wireless, Cisco VoIP, etc.). Maintain a comprehensive and update-to-date customer LAN/WAN/Wireless/VoIP and Telco topology database. Co-operate WAN optimization environment with vendor based on product family from Riverbed. Actively contribute to improve and map LAN/WAN/Wireless/VoIP processes within ITIL framework Contribute to the achievement of customer satisfaction by proving best in class support Understand complex LAN/WAN/Wireless/VoIP integration with WAN, LAN, Wireless, VoIP customer network. Qualifications/Experience At least 5 to 10 years of experience in an operational role in a 24-7 organization. 1-3 years of system setup and programming experiencesupporting an Avaya voice system.  Industry Technical Certifications are Preferred:  CCNP, CCDP or CCIE and CCVP and CCNA Wireless, CWNA or CWNP; experience with Microsoft and Linux Operating Systems. Excellent knowledge on Legacy LAN/WAN/Wireless/VoIP technology, (Cisco Router, Cisco Switch, Cisco Wireless, Cisco VoIP, etc.). Excellent protocol skills: (BGP,OSPF, EIGRP, IPSec, RSVP, VTP, VLAN, STP, QoS, TCP/IP, IP Address, Frame Relay, HSRP, VRRP, NAT, ACL , H323, RTP, RTCP, cRTP, sRTP, etc. ) Good LAN/WAN/Wireless/VoIP Tools:  SolarWinds, SCOM, Sitescope, etc. Good Networking skills: Routers, Switch L2, Switch L3, Wireless, VoIP. Familiar with WAN optimization and application compression technology. Eg. Riverbed Skills/Knowledge The right person will have gone through the ranks of an operations group supporting customers globally on a 24-7-365 basis. Ability to work on 8 hour shift during weekdays and also to provide 12 hour support during weekend/public holidays according to roster schedule. Excellent customer focus, must have demonstrated customer service skills and the ability to interact with our customers in a professional, mature manner as well as dedication to providing superior service. Effective communicator at all levels of the organization and outside with customers or third parties. Proven track record in maintaining and enhancing skill(s) level(s) according to future technology trends. Proven track record in managing multiple escalations with effective follow-up/follow-through. Demonstrated willingness to take incoming service requests without being prompted to by team members or Management, as well as accountability for resolving the trouble or request in a timely and complete fashion. Ability to be personable and tenacious as the situations requires. Problem solving and root cause identification skills. Strong analytic and decision making abilities. Must be a team player and able to work with and through others. Ability to influence others and move toward a common vision or goal. 19124
Salary Range: NA
Minimum Qualification
5 - 7 years

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