Technical Support Engineer - VoIP

Company: Time Warner Telecom
Job Title: VoIP Technical Support Engineer
Requisition #: 005387SONUS SOFT SWITCH & CISCO CALL MANAGER EXPERIENCE ARE REQUIREDJOB DESCRIPTION
General Purpose:
This position will be the Subject Matter Expert for TWTC’s VoIP based services offering (IP Trunks and Direct SIP) and TWTC’s Sonus based VoIP network. This role will provide Operations support to Service Delivery, Service Support and Field Operations teams. This role will combine Cisco Call Manager/Enterprise Networking knowledge with TWTC’s Sonus SoftSwitch architecture to provide support in delivering and supporting TWTC’s IP Trunk and Direct SIP Products. This person will be instrumental in defining operational process and maintenance activities required to support the hardware, applications, and networking of TWTC’s VoIP based offerings.
REQUIREMENTS
Technical Competencies:VoIP Applications and Networking:•Possesses up-to-date knowledge and is regarded as an expert in the technical/functional area
•Working knowledge of VoIP functionality and protocol
•Working knowledge of Cisco Call Manager environment and general Enterprise Networking knowledge
•Working knowledge of Sonus PSX, GSX, SGX and NFS architecture
•Demonstrated ability to integrate various VoIP applications into IP and traditional TDM based networks
•Ability to assess overall networking and application level impacts
Protocols, Telephony and Data Networking Knowledge
•SIP, H.323, SDP, RTP, RTCP, SCCP, MGCP, Packet Comm, VoIP Apps
•ISDN, SS7, TCAP, Modem/Fax, Transmission
Platforms
•Sonus GSX, PSX, SGX, NFS,•Regional Border Gateways and/or Session Border Controllers
•Customer CCM/CCME
oCCM (4.0, 4.1, 5.0), CCME (3.4, etc.), Cisco Voice train IOS, MTP, ISR’s, IP-IP Gateway, Customer Applications VoIP/FoIP
•Customer LAN / WAN
•Ethernet switching, IP Routing, FW/Security, QoS, NTRV
Test Tools
•INET VoIP Probes, Viola VoIP Probes, SAGE, EtherealOrganizational Skills:•Ability to successfully organize workload and project deadlines
•Maintain accurate and complete documentation pertaining to the systems and applications they are required to support
Troubleshoot/Analyze Issues:•Obtains relevant information through people and data in order to quickly and effectively resolve issues
•Recognizes broad implications of issues and provides solid recommendations for possible solutions
•Utilizes inductive and deductive thinking skills and detects inaccuracies or flaws in reasoning
Communication:
•Possesses excellent verbal and written communication skills and must be able to work well and maintain composure in stressful situations
•Ability to break-down technical documentation and create user job aids and training material
Leadership & Mentoring: •Must have the ability to be a team leader and work well with other groups
•Provide technical assistance and training to team and other departments and posses the ability to effectively teach others
Behavioral Competencies:?Make Sound Decisions: Makes timely and sound decisions; makes decisions under conditions of uncertainty; evaluates short- and long-term consequences when making decisions.
?Work Efficiently: Allocates own time efficiently; handles multiple demands and competing priorities; eliminates inefficiencies; conducts effective meetings.
?Team Leadership: Fosters an understanding of the team’s mission and value to organizational objectives; provides appropriate direction and clarifies roles and responsibilities with team members; makes optimal use of others’ skills; celebrates team accomplishments.
?Build Relationships / Manage Disagreements: Relates to others in an open and accepting manner; initiates and develops relationships with others as a key priority; treats others with respect; address prejudice and other intolerant behaviors in others; is approachable. Brings substantive conflicts and disagreements into the open and attempts to resolve them collaboratively; strives for win/win solutions.
?Team Membership: Shows commitment to team objectives; values each person’s contribution to the team; encourages the participation and involvement of everyone on the team; contributes own fair share of effort to the team’s work.
?Listen to Others: Demonstrates attention to and conveys understanding of the comments and concerns of others; listens well in a group.
?Demonstrate Drive and Commitment: Strives to attain results; conveys a sense of urgency and drives issues to closure; persists despite obstacles and opposition; sets high standards of performance; pursues challenging goals and works hard to achieve them.
?Act with Integrity: Demonstrates sound business and professional ethics; shows consistency with principles, values and behaviors; builds trust with others through own authenticity and follow-through on commitments.
?Demonstrate Adaptability: Handles day-to-day work challenges confidently; is willing and able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change; shows resilience in the face of constraints, frustrations, and adversity; demonstrates flexibility.
?Focus on Customer Needs/Commit to Quality: Anticipates and identifies customer needs; takes action to meet customer needs; develops effective working relationships with internal and external customers; continually searches for ways to increase customer satisfaction. Emphasizes the need to deliver quality products and/or services; defines standards for quality and evaluates products, processes, and/or services against those standards; builds quality into each step of the process.Typical Qualifications:
•2-3 years experience in managing and maintaining Voice Over IP (VoIP) servers, applications, and networks
•Strong working knowledge of Voice Over IP (VoIP) protocols (SIP, MGCP, H323, Skinny) and implementations
•Experience with medium to large networks (LAN & WAN)
•Knowledge of OSPF, BGP, MPLS, access control lists (ACL’s), and a good understanding of TCP/IP
•Experience with soft switch environments and/or Cisco Call Manger•Knowledge of voice (circuit-switched and VoIP) and transport technologies•Experience with VoIP/IP securityWorking Conditions/Physical Requirements:
•Position requires 7x24 on-call schedule. General office working conditions apply.Note: This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications associated with the job. An individual must be able to perform all of the duties and responsibilities listed in a fully competent manner to be considered successful in the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the duties and responsibilities.