Voice Technician

il y a 3 semaines

Mons, Wallonie, Belgique Aptonet Inc Temps plein

Scope of work:

Workstream collaboration including email and instant messaging server backend and client frontend provisioning, management, operation and lifecycle across multiple separate networks of different classifications.

Voice and Video conferencing server backend and frontend devices and rooms, maintenance, management, operation and troubleshooting across multiple separate networks of different classifications

Through several on-going streams of work in Q4'24 and onwards, the services are rapidly evolving from using fully on-premise to a mixture of on-premise and public cloud technologies.

The Voice Technicians daily tasks include:

  • Provide prompt, professional, and effective resolution of technical issues (including incidents) escalated from Level 2 and (in some cases) Level 3 support and end users on all security domains for all encompassed Area of Responsibility (AOR) of the Service;
  • Liaise with other teams in troubleshooting technical issues at various levels (network, backend, frontend, firewalls)
  • Perform root cause analysis in order to reduce repeating/recurring technical issues
  • Implement approved service requests and change requests (e.g. creation of new resources/configuration items, alteration of existing resources/configuration items).
  • Implement security measures (patches, updates, etc..) on the systems manually with no to minimal downtime.
  • Perform all administration and maintenance tasks required at the backend and frontend as a Subject Matter Expert to ensure the availability, continuity and optimum performance.
  • Bring the backend systems (and if software exists also frontend devices) to the latest software version released by the vendor and approved by NATO authorities
  • Certain periods of the contract period, to be decided by the unit manager, be ready and available after workhours during the week and the whole day during the weekend to be ready to provide support and resolve technical issues on all security domains for all encompassed Area of Responsibility.
  • Improve backend and frontend maintenance activities; monitoring tools and implementation of security measures resulting in minimal to no service interruption.
  • Continuously improve the quality and efficiency of IT services by monitoring and maintaining healthy backend and frontend environment thus reducing the need for support.
  • Identify and provide opportunities for continuous service improvements.

Requirements:

  • Cisco Voice Technologies: Problem solving, strong knowledge of Cisco Voice Technologies such as Cisco CUCM, Cisco CUBE, Cisco UCCX, Diagnose and resolve technical issues, support software and basic associated network related problems.
  • Telecommunication Technology including TDM: Knowledge of managing call distribution lists, voice mailboxes, ISDN, TDM technologies, troubleshooting on Legacy TDM PABX integration to Cisco Voice Technologies
  • Virtualized server platform products: Good knowledge in managing VMWare vSphere and VMWare vCenter
  • Communication Systems integration with PKI and Active Directory: Good knowledge in AD and PKI integration with Cisco products
  • Experience with monitoring platforms and protocols: Good knowledge of monitoring platforms such as nGeniusOne, CA Performance management, CA Spectrum
  • Scripting Experience: Basic knowledge in Java Script, Python or similar scripting languages
  • Network: Knowledge in troubleshooting basic network issues (including boundary protection devices) on servers and end users; Splunk log monitoring and analysis, nGeniusOne monitoring and analysis.
  • Exercise/Military Operations Support (desirable): Knowledge and experience either working with or being in the military IT capacity specialized on Telephony service products (Cisco, legacy PABX, etc..) delivering support of exercises or operations; Knowledge of use case scenarios of Telephony service products (Cisco, legacy PABX, etc..) in exercise and operations as well as day to day operational requirements of military bodies
  • Remote Support Units (desirable): Knowledge and experience either working with or being in a remote support unit IT capacity specialized on Telephony service products (Cisco, legacy PABX, etc..) delivering support to daily activities, exercises or operations; Knowledge of use case scenarios of Telephony service products (Cisco, legacy PABX, etc..) in remote support units exercise and operations support as well as remote units supporting day to day operational requirements support of military bodies

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