Telecommunications Engineer

Telecommunications Engineer

Teletech Customer Care Management Philippiness Inc
2-3 years
Not Specified

Job Description


Job Description :
When everything's connected, how we connect is everything… and we'd like to connect with you too! We are looking for you to help us deliver exceptional customer experiences as a NOC Engineer.
At TTEC, we help global brands provide a great experience to their customers, build customer loyalty, and grow their business. We were founded on one guiding principle: customer experiences that are simple, inspired, and more human deliver lasting value for everyone. Your role brings that principle to life.
TTEC, a 50,000 employee, global customer experience pioneer, is opening a new information technology and data science center of excellence in Hyderabad where you'll have the opportunity to get in on the groundfloor of this expansion.
As a technologist, we know you're in high demand. And we know it's important you find the right fit for your future. Have ideas you want to contribute We're listening. Looking for exposure to different clients, different technologies It's what we do. Want to make an impact on the future We're innovating every day. Teamwork key You'll have the opportunity to work on global projects with a knowledge-thirsty, international team. Join our inclusive IT team and you'll help create meaningful employee experiences that drive memorable customer experiences.
Position Summary:
The NOC Engineer, as part of the TTEC Network Operations Center(NOC), is responsible for managing and maintaining all critical infrastructure systems and platforms that support the global TTEC 24x7 Operations. This TTEC NOC is part of the Infrastructure Team and this position will report to the NOC Shift Supervisor.
Key responsibilities:
Utilize a suite of tools to monitor and manage all core network, voice and system/platform infrastructure environments
Perform initial triage and troubleshooting steps by following SOP (Standard Operating Procedures) to determine root cause of alerts generated
Track and document all issues and resolutions in detail within the ticketing system
Provide notification to TTEC Operations and TTEC IT Management for all impacting or potentially impacting issues
Implement Disaster Recovery procedures, where applicable, to quickly restore service to TTEC clients
Acts as a liaison with vendors and third-party providers, including ticket creation and escalation
Capable of managing complex technical issues and communicating status to Customers.
Flexible person with the ability to manage stressful situations and adapt to rapidly changing environments and requirements.
Ability to thrive in a fast paced, multi-cultural, customer-oriented environment.
Ability to work days, evenings, and weekends as required 24x7 support
Exceptional documentation and communication skills.
Other duties as assigned by management
Preferred Skills
Previous Network Operations Center, Customer Service or Helpdesk experience
Experience managing, supporting and deploying IT infrastructures with a strong ability to diagnose server or network alerts, events or issues
Excellent understanding of technologies, operating systems, networking, anti-virus, back-ups, systems and firewalls
Working knowledge of Voice/VOIP technologies
Sysadmin and Linux skills
Excellent time management and organizational skills, and ability to handle multiple concurrent tasks with minimal supervision
Strong verbal and written communication skills, with ability to confidently speak with clients directly
Self-motivated, enthusiastic, and able to handle multiple support cases
Customer-oriented, and capable of providing high levels of client satisfaction
Collaborate and work well with others
Creatively solve problems
Advanced Skilled: Experience and knowledge in one or more of the following areas: Network/Security, Voice, Platform/Storage, System Administration. See each area for more details.
Network/Security
Knowledge and implementation skills of Cisco's Switching (6500, 4500, 3700, 3500, 2900), Routing (3800, 2800, 3900, ASR), Wireless (WAPs, WIPs, WLCs, Prime) and Security (5520, 5510, 5505, IDS) products.
Knowledge of Security Platforms and technologies to include Cisco ASA's, Checkpoint, Palo Alto, Internet filtering (Cisco WSA's), IDS/IPS, VPN
Knowledge and implementation skills of HP Switching (5800, 5500, 7500) products.
Knowledge of Voice Over IP experience with Cisco and Avaya VOIP Products.
Knowledge of IP Routing, Quality of Service technologies with demonstrated implementation in a large enterprise organization.
Knowledge of F5 BIG-IP with implementation experience in a large enterprise organization.
Proxy experience
Site to Site VPN implementation and support experience
Experience with web-filtering/security appliances (Bluecoat and Cisco ASA both deployed)
Experience with security management solutions
Solid understanding of network topologies / design: routing, switching, and MPLS/VPLS
Knowledge in LANs/WAN technology, Internet technology, experience in routing and network protocols (especially TCP/IP)
Voice/VoIP
Experience working with Avaya/SIP/VoIP technologies
Experience with IP Voice Technologies
In-depth knowledge of VOIP (Avaya/Ribbon)
Experienced interfacing with vendors for new technology development and collaboration
In-depth knowledge of IP Routing, Quality of Service technologies with demonstrated troubleshooting in a large enterprise organization
Platform/Storage
Experience with the following vendors: VMware, VMware Horizon, Commvault, Cisco UCS, NetApp
Experience in IT, demonstrating an increasing level of responsibility and technological acumen.
Experience with VMware virtual server infrastructure administration and support in mid to large d enterprise environments.
Experience administering an enterprise-level data backup system such as Commvault Simpana.
Prior experience with any of the following preferred:
Cisco UCS, Dell, or other Intel-based server hardware
Disk storage systems such as NetApp and EMC
Cisco MDS
VMware vRealize Operations
NetApp OnCommand Insight
Cloud platforms - Azure, AWS
Basic Networking, Firewall, TCP/IP communications
Basic SAN (storage area networking) fundamentals
Strong understanding of Microsoft-based technologies, including Windows Server, Active Directory, SQL Server, etc.
Systems Administration
Expertise installing, configuring and maintaining Windows Server 2003 / 2008 / 2012, VMware vSphere and MS Hyper-V on blade and rack-mounted servers from Dell, HP, IBM, Cisco
Experience supporting Microsoft Exchange Server and Lync/Skype for Business in a multi-domain, enterprise environment
Microsoft Certified IT Professional or MCSE preferred
Strong and demonstrated experience with scripting (PowerShell, VBScript, etc.)
Detailed understanding of advanced Windows Services including: Remote Desktop Services, IIS, DNS, DHCP
Experience documenting process and creating KB's for use by other support technicians
Requirements
Bachelor degree in Information Technology or Computer Science or equivalent experience
2-3 years of experience in a Network Operations Center type of environment or 1-2 years in 1 or more of the technology specific areas listed above
Employment Requirements: TTEC requires all employees hired in the India to successfully pass a background check including employment credentials, education, permanent and current address verification and if applicable, immigration and work permit documentation as a condition of employment. Depending on location and client program, a drug test may also be required as a condition of employment. TTEC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. You will be asked to share with TTEC as well as its representatives, all such personal information that it may require to conduct such background verification and also agree to TTEC and its representatives collecting and storing such personal information and transferring the same, whether in India or abroad.

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