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Voice SME

Job Introduction

To provide day-to- day expert level network and telephony support that focus on the DST Cisco telephony infrastructure.

Maximise service availability by ensuring that all incidents are resolved efficiently, effectively and within agreed KPI’s.

Responsible for project deliverables that are assigned to the Voice/Unified Comms team, and contribute to the successful delivery of IT projects using technology based solutions, ensuring deliverables are in line with defined scope, costs and deadlines.

ITIL certified.

Responsible for mentoring and support of other members of the Voice/UC Support Team.

Subject Matter Expert in networking and telephony and a passionate advocate of the technology supported.

Provide third line support for Enterprise Telephony technologies: Cisco UCM & UCCE 10.5, Verint Impact 360 11.1 including WFM and WFO, Zeacom and Tiger.

Provide a high level of support for telephony in the contact centre, and establish good business relationships.

Role Responsibility

Main Responsibilities

Unified Communication Specialist plus:

Provide 3rd line support for UC supported technologies.

Where priorities dictate, provide day to day infrastructure break fix support, ensuring tickets logged are resolved within designated SLA period.

Installation and support of new infrastructure and associated components. Ensure that any new equipment is installed to the established standards, documentation completed and a project handover to the BAU Team.

Provide fault analysis and resolutions for HPI incidents, to understand and analyse allocated support calls, identify a recommended solution and estimate the effort necessary to implement the solution using appropriate methods.

Responsible for system / software deployments and upgrades that impact telephony infrastructure and provide guidance on decisions relating to telephony developments.

Adhere to established regulatory compliance processes. This includes but is not exclusive to FSA best practice guidelines. Ensure that less senior engineers also demonstrate adherence.

Complete any other appropriate ad hoc/project tasks as directed by your manager.

Execute small project teams within Voice / UC team, and lead more junior members within these.

Provide information to High Level Design document reviews.

Creation of Low Level Design documents and procedural guidelines.

Creation / enhancement of IT Policies and procedures used by the Voice / UC Team.

Produce documentation on new procedures, and review documentation held within document repository.

Active participation in Disaster Recovery tests.

Contribute to the delivery of IT projects following established DST processes.

Adherence to DST Change control processes ensuring that approach is Risk Averse. Ensure that any CC’s raised contain the required level of detail required by CAB.

Input into Incident reports and post problem review required to detail HPI incidents.

Provide assistance to less technical team members when required. This will involve dealing with incidents escalated by junior team members.

Research new products, both hardware and software, and make recommendations on use and benefits to IFDS.

 

 

The Ideal Candidate

 

  • Experience performing cisco UCCE break fix support.
  • Experience performing cisco telephony break fix support.
  • Experience using network monitoring tools
  • Knowledge of SIP and H323 protocols.
  • Knowledge of Video Conferencing platforms. (Cisco & Polycom)
  • Full understanding of network protocols within the TCP suite.
  • Knowledge of Voice Recording technologies and associated support and operations, preferably Verint.
  • Self-motivated, outgoing personality and comfortable working within a busy team.
  • Experience working with 3rd party suppliers.
  • Ability to work under pressure and to quickly identify problems.
  • Awareness of Financial Services regulations, and how they apply to Network Support.
  • Organisational and time management skills
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