Telecommunications Engineer
TTEC
Quezon City, Metro Manila, Philippines
2d ago

Telecommunications Engineer

NOC Engineer Telecommunication

Remote / US shift schedule

TTEC is seeking a NOC Engineer to join the IT Team. We’re a global company that is 46,000+ employees strong. Together, we are transforming the world of customer experience by helping our clients design and deliver simpler, more effective, efficient, and human customer service experiences that inspire customer loyalty and boost company profits.

Our global IT organization of 600 supports the entire enterprise that encompasses over 40,000 users across our businesses aligned in four pillars - Customer Care, Technology Services, Strategy Services, & Growth Services.

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

  • 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
  • Experience documenting process and creating KB’s for use by other support technicians
  • 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
  • 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
  • LI-PM1

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