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VoIP / Trading Desk / Cisco / Telecom - GSOC Enhanced Services Systems Engineer

New York City, NY
JOB TITLE: GSOC Enhanced Services Systems Engineer – VoIP / Network / Trading Desk Technology
LOCATION: HYBRID – 3 days per week on site in office – 2 days work from home
Candidate can do the 2 days on site in either the NYC (downtown), Jersey City or Fairfield Ct. offices


TYPE: FULL TIME SALARIED
TARGET COMPENSATION: $90,000 - $100,000 + full benefits + time and a half rate overtime
 
  • This role provides hands on telecom / VoIP support.
  • VoIP Engineers must be technical and have good phone skills.
  • Overtime eligible (time and a half)

ABOUT THE JOB
  • Enhanced Services Engineer provides guidance on VoIP / Telecommunications / Trading Desk applications, hardware, and network connectivity; The role of this candidate is to support and assistance in the delivery, installation, and maintenance of server based products in the servicing of the distinctive and unique Enhanced Services client environments.
  • The position of the Enhanced Services Engineer is the first point of technical contact with internal/external teams in support of faults, changes and the assistance with clarifications of clients’ requirements. The GSOC ES Engineer is a committed client advocate who understands the responsibility to deliver client service excellence and technical expertise to Enhanced Services clients.

RESPONSIBILITIES:
  • Provide first line diagnostics and Tier 1 & 2 troubleshooting technical support to clients via various communication channels, including but not limited to: telephone, email or web.
  • Update incident and change tickets and manage throughout the ticket lifecycle.
  • Liaises with internal/external clients in order to analyze business procedure, clarify clients’ requirements and to define the scope of existing software, hardware and network provision;
  • Communicates the impact of emerging technologies to clients and advises upon the potential introduction of such technology;
  • Provides advice and assistance in the procurement, provision, delivery, installation, maintenance and use of voice related products and their environments;
  • Examines existing operational designs functional specifications and test plans for new systems in order to meet clients’ needs;
  • Researches, analyses, evaluates and monitors network infrastructure and performance;
  • Works closely with sales engineering to assist with design to implement new systems.
  • Ensure that tickets are updated per defined intervals as documented within Incident lifecycle procedures.
  • Escalate cases in a timely matter following the defined escalation procedures.
  • Work with telecommunications and service providers globally to ensure timely fault resolution, escalating within our providers when necessary.
  • Liaise closely with other engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements.
  • Produce reports – e.g. major outages, fault resolution, statistics, etc.

REQUIRED:
  • Should have a strong understanding of VoIP and Cisco networks
  • An excellent understanding and experience with supporting server-based applications
  • Demonstrable knowledge of MPLS, TCP/IP, OSPF, HSRP, BGP, RIP v2.
  • Strong ability to take charge in crises and to communicate these in a timely and effective manner.
  • Experience with Wireshark and Cisco packet capture tools, bandwidth testing tools, and SNMP
  • Demonstrable experience of fault isolation and troubleshooting within an MPLS environment.
  • Strong understanding of basic network topologies
  • Commitment to service excellence with the ability to work in a fast-paced, multi-tasking, team environment.
  • Working knowledge of industry standard ticketing tools including; Remedy 8.
  • Working knowledge of industry standard proactive alarm monitoring tools including; Netcool
  • Strong technical acumen with ability to learn and be able to provide immediate solutions
  • Excellent oral and written communications skills.

DESIRED:
  • Voice Recording Experience (NICE/Verint)
  • Bachelor’s Degree or equivalent work experience.
  • Cisco qualification of CCNA (or better) or demonstrable equivalent technical experience.
  • UNIGY experience is a plus.
  • Experience in ‘translating’ technical information in to business appropriate language.
  • ITIL version 3 foundation
  • (Multilingual; English and French, in addition Spanish, or Japanese an advantage.)



If you are interested in pursuing this opportunity, please respond back and include the following:
  • MS WORD Resume
  • required compensation
  • Contact information
  • Availability
 
Upon receipt, I will contact you to schedule a convenient time to discuss the position.
 

Jason Denmark
Intermedia Group, Inc.
jdenmark@intermediagroup.com 

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