Telecom Service Management Specialist
Long Term contract role in Houston TX
Responsibilities:
• Providing Enterprise Operations Support for the entire Voice Infrastructure first to second line support (Incident, Problems and service now requests processing)
• Act as the point of escalation for operational issue, providing guidance and assistance support tickets, escalating to the Senior Engineer and third-party suppliers where necessary
• Liaising with external vendors in restoration of Voice services
• Management of Risk and vulnerability Issues directly with client businesses to remediate
• Be responsible for telephony, VOIP solutions assisting with any issues from client internal users
• Own and maintain key documentation on the voice infrastructure services, updating with moves and changes where required,
• Pro-actively monitoring the voice platforms, discovering and remediating or reporting any issues before they impact users
Required Skills:
A Bachelor’s degree in an IT subject
• 5 plus years IT experience in support environment for a large Enterprise
• Cisco CCNA certified (CCNA Voice is a plus)
• Experience working with external suppliers /Vendors Skills
• Knowledge of IP telephony, Cisco CUCM and Avaya Communication Manager
• Knowledge of traditional fixed voice (PABX) technologies
• Understanding of ISDN and SIP trunking
• Experience supporting Skype and Voice collaboration
• Knowledge in ITIL processes, incident, problem and change management
• Ability to handle concurrent tasks with appropriate priority
• Good analysis and problem solving skills
• Scripting / programming skills
• Strong troubleshooting, problem solving, and analytical skills
This position requires a resource local to Houston, Texas.
