Description
Next Ventures are currently Voice Specialist/Contracts negotiator ideally with a deep knowledge of the subject matter (IP Telephony, Voice infrastructure), Ideally the role would suite someone with a strong administrative profile which can follow up on contracts' expiration dates and place renewals for them and negotiate contracts.The Ideal candidate has an administrative education or degree.
Job Function : Technical
Department or Business Unit: Maersk Line IT (Infrastructure Management)
Purpose/Summary:
To ensure that service requests and change requests are correctly implemented according to end-user needs by reviewing the requests, ensure all information is present, review design, implementation plan, test plan and timing of implementation in cooperation with Orange Voice support team and on case by case basis take part in the implementation of service requests and changes be part of incident resolution process to ensure reduced outage time
Perform preventive maintenance activities
Key Responsibilities:
Day to day review of new service requests and change requests before Orange start working on the requests in order to ensure right approach
Work with Orange Voice support team during life cycle of service and change requests
Answering of voice technical support questions, working on escalated incidents and providing feedback on how to action escalated incidents to resolution
Receive incident escalation from Regional Account Teams
Position Specifications:
Key Contacts & Stakeholders:
Change Management
Incident Management
Regional Account Teams
Orange Voice support team
Customers
Technical Skills:
Good communication and interpersonal skill on technical level and customer level, able to build good working relationship (internal and external)
Self-Initiative and analytical/problem solving skills
Result-driven with persistence and consistency towards the solution of challenges
Cisco Certified to CCVP preferred
Experience across a range of the Cisco Voice applications (including Call Manager, Unity, Call Manager Express, Voice Gateways). Hands on knowledge working across multiple clusters and a thorough understanding of:
o CCM 4.x & above (Express & Enterprise versions)
o IPCC 4.x & above (Express & Enterprise versions)
o Unity 4.x & above (Express & Enterprise versions)
o IPIVR
o CUCM
o Voice Routers
o LAN switch
o Any Third party applications eg ARC
For NAM area: Experience across a range of Avaya and Nortel Voice applications
Knowledge of VOIP/QOS and IP Voice protocols
Experience and good understanding of general network topology and how voice fits within a network including knowledge of switching and routing (Cisco)
Good knowledge and understanding of incident management and knowledge of change management. Knowledge of ITIL
Excellent fault analysis skills.
Experience of working ticket queues. Ideally Remedy.
Good knowledge and understanding of working with telco providers
Basic knowledge of Excel and Word
Good English skills in both reading and writing
More information on application.