VoIP Engineer

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Job location : Barcelona, Spain // Lisbon, Portugal 

The primary function of the VoIP Engineer is tocarry out 2nd level troubleshooting ofVoIPfaults, including circuit level diagnostics, for all Colt products delivered over the Voice/VoIP network with 24×7 responsibilities.Develops customer solutions to address a variety of business problems across voice domain. Acts a subject matter expert on multiple functional areas related to voice technologies and able to troubleshoot the faults raised by customer. 

Key Accountabilities 

• Troubleshoot, diagnose and resolve faults for VOIP services according to product SLAs, up to 3rd Level Support. 
• Able to check the call flows of customer traces and should have clear understanding of the concepts 
• Knowledge or experience with interfacing into Optical and Ethernet-based Networks would be advantageous. 
• Have full knowledge of customers bespoke solutions and services. 
• Mentor a group of Lead Engineers on solutions and supported technologies. 
• Build and maintain working relationships with key interconnect partners and vendors. 
• Manage and coordinate tasks assigned to other teams, e.g. Technical Assistance Centre(TAC). 
• Maintain a clear and accurate record of events throughout a fault duration utilising COLT internal company ticketing system and provide regular updates as and when required. 
• Identify, Plan and Implement solutions for re-occurring Problems on VOIP and TDM services. 
• Technically manage software upgrades in co-ordination with vendor and Colt teams involved. 
• Create technical documentation, Troubleshoot guides and Method of procedure to execute configuration changes. 
• Able to demonstrate a high level of capability from a second level perspective in VoIP.
• Previous experience within a Telco / IT Helpdesk environment is required.
• A good understanding and proven troubleshooting experience in SIP trunking.
• Proven working experience with some of the following vendors is needed: Ribbon(Sonus) SBC and GSX/PSX
• Working experience with tracing tools like Wireshark, Klerity or similar.
• Experience of working within a team environment, with full responsibility for fault resolution. Including taking ownership, coordinating with internal and external teams and managing through to a satisfactory conclusion.
• Knowledge on the following is considered as important: SIP, SDP,RTP, International numbering plan, Voice Cloud solutions, APIs and scripting.
• Knowledge of AudioCodes, Cisco, Juniper is a preference.
• Excellent phone and communication (written and oral) skills
• Customer and service oriented.
• Committed to providing quality service & results, ready to make a positive difference. 
• Ability to quickly learn technical information.
• Ability to take decisions quickly and efficiently.
• Must be able to speak & write fluent in English, second European language would be advantageous.
• Exposure to vendor specific VoIP training and related technologies 
• Experience with ITIL 
• Telecoms / Computer science degree or equivalent 

Job Segment: Network, Telecom, Telecommunications, Cloud, Computer Science, Technology

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