Global Network Operations Center - L2 Engineer (m/f/d)

at  Damovo

Damovo is looking to expand the Operations team in our Global Network Operations Center. Reporting to the GNOC Leader, this is an exciting opportunity for an experienced L2 Cisco Voice Engineer based in Costa Rica to join a dynamic and growing global IT organization on an initial 12 month contract. This role will support our international customers and may be required to work a flexible schedule.
The focus of this role is to maintain installed Cisco voice systems in a global environment across multiple accounts. You will help ensure day to day reliability of user systems; monitor and respond to user tickets; collect log / traces and troubleshoot issues to resolution. You should have a broad knowledge of Cisco voice systems.
This position offers you the opportunity to gain exposure to ever advancing UC and networking technologies, working with some of the largest technology partners and multinationals across a multitude of cultures and geographies. With Damovo you will get the chance to use your skills and experience to support the digital transformation of a variety of large multinational organizations across the world.

Responsibilities

• 2nd level operations support of Cisco voice networks - providing Incident and Change Management for our customers across the globe
• Providing an engineering response to incidents/trouble tickets
• Leading UC and telephony system maintenance checks
• Diagnosing and resolving complex software, hardware and usage issues
• Ensuring incidents, service requests and maintenance tasks are managed within customer SLA’s
• Applying all company and departmental policies, procedures and work instructions to daily tasks and proactively contributing to improving these where possible

Skills and Experience we are looking for:

• 1-3 years’ engineering experience working within an ICT environment supporting Cisco voice solutions
• Adaptable working approach with a clear focus on customer service and a “will-do” attitude
• Creative and can demonstrate a logical approach to problem solving
• Strong communications and interpersonal skills
• Ability to manage inputs from a range of disciplines and to agree delivery programs
• Excellent verbal and written English

TECHNICAL KNOWLEDGE

CCNA Routing and Switching certification with working knowledge is advantageous
CCNA Collaboration certification required
Experience with Cisco’s voice solutions. Specifically: CUCM 8.x or above, CUBE, CME, GWs and SBCs
Experience with analyzing CUCM traces and GWs/CUBE debugs
Experience with the SIP, MGCP, SCCP protocols (integrations & trunks and t-shooting/reading logs)
Experience with Gateway protocols: H323, SIP, MGCP Trunks, E1/T1 (CAS, CSS), FXS/FXO etc.
Experience with Cisco Unity Connection (SIP and SCCP integrations)
Knowledge of audio codes SBC’s is advantageous
Knowledge of Genesys Cloud Solution is advantageous

What We Offer

• Opportunity to work with a global leader in IT services and solutions
• Collaborative and innovative work environment
• Professional development opportunities and career growth
• Flexible working arrangements

Great reasons to work for Damovo

• 2nd level operations support of Cisco voice networks - providing Incident and Change Management for our customers across the globe
• Providing an engineering response to incidents/trouble tickets
• Leading UC and telephony system maintenance checks
• Diagnosing and resolving complex software, hardware and usage issues
• Ensuring incidents, service requests and maintenance tasks are managed within customer SLA’s
• Applying all company and departmental policies, procedures and work instructions to daily tasks and proactively contributing to improving these where possibl