Description
Cisco Voice Engineer
SA Communication Team Leader
Central IT SA
Overview:
To provide day to day support for the LAN/WAN/VOIP environment, responding to incidents and requests received via the service desk and project teams, delivering to agreed SLA's
Provide day to day support for the banks NICE voice recording platform
To ensure stability of all network & voice systems
To ensure documentation is always up to date
Knowledge of Cisco IOS vital
Knowledge of Checkpoint and Cisco ASA appliances is Firewalls is advantageous
Knowledge of Cisco Unified Communications 6+ advantageous
Knowledge of network security best practises
To perform routine status checks and produce reports on the outcome for Central IT management.
To perform problem identification and root cause analysis.
To ensure customer satisfaction whilst performing your duties.
Additionally, to maintain all relevant procedures and documentation.
To work shifts and be on-call as required
Be an important member of a newly-globalised team
Foreign travel may be necessary
Core
Excellent Client Service (Internal and External)
Effective Team-working
Embraces Change and Personal Development
High Professional Standards
Functional
Business Knowledge and Interaction
Technical Knowledge and awareness of services provided
Analytical and problem solving ability
Management of External and Internal Relationships
Experience
4 years networking experience
2 years VoIP experience (ideally Cisco)
Worked in a financial services environment an advantage.
Knowledge of Spanning-Tree, Cisco EIGRP, IP Addressing, IP routing protocols, survivable topology, SRST.
Used ARC Console
Experience of responding and solving network problems.
Experience of Market Data services, eg, Reuters, Bloomberg, LCH, LME, etc. an advantage.
Worked with Cisco Unified Communications Manager version 6+ vital
Websense URL filtering would be an advantage
NICE call recording experience an advantage
Education
Degree/HND in relevant technical subject
Cisco qualifications CCNA w. aspirations for CCNP/CCVP
Supplementary Skills
Good communication and interpersonal skills
Numerate and literate
Able to work well under pressure and prioritise
Good planning
Focused on Customer Service
Willingness to work overtime/weekends on occasion
Passion for documenting new processes and updating existing support documentation for the benefit of the team
Perform quality assurance/management within the team
Diligently follow processes
Good at multi-tasking
Good team player
Desire to own tasks from initiation through to completion
Changes in the market, products, legislation & regulation relevant to the business area
Knowledge of changing IT products and systems within the Networking field.