Technical Support Engineer Network IP Telephony

Intertec Softwares; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading tech firm in Abu Dhabi is seeking an experienced Technical Support Engineer specializing in Network IP Telephony. The ideal candidate will have at least 6 years of experience and must be proficient in managing Cisco solutions including Call Manager and Unity Connection. Responsibilities include designing IP telephony solutions, troubleshooting issues, and ensuring high availability of the telephony environment. Strong communication and problem-solving skills are essential for success in this role.

Qualifications

• 6 years of experience in IP telephony support.
• Strong understanding of IP telephony protocols like SIP, H.323, and RTP.
• Proven experience with Cisco Call Manager and VoIP network design.

Responsibilities

• Ensure high availability of the Network & IP Telephony environment.
• Design and implement IP telephony solutions.
• Troubleshoot and resolve IP telephony issues.

Skills

Problem-solving

Communication skills

Collaboration skills

Analytical skills

Tools

Cisco Call Manager

Cisco Unity Connection

Cisco IP phones

Cisco Jabber

UCCX

Huawei devices

Job description

Job Title

Technical Support Engineer - Network IP Telephony

Certification

• Cisco Certified Network Associate (CCNA)
• CompTIA Network
• CCNP Voice certification
• Cisco Certified Design Associate (CCDA)

Experience

6

Responsibilities

• Ensure high availability and reliable performance of the Network & IP Telephony environment.
• Design and implement IP telephony solutions including voice mail call routing and conferencing.
• Configure Cisco IP phones Call Manager and other related components.
• Troubleshoot and resolve IP telephony issues.
• Maintain and optimize IP telephony infrastructure.
• Integrate IP telephony systems with other network infrastructure components such as routers switches and firewalls.
• Ensure seamless interoperability between voice and data networks.
• Implement security measures to protect the IP telephony infrastructure from unauthorized access and threats.
• Configure security features such as firewall rules and access control lists.
• Diagnose and resolve complex IP telephony issues.
• Utilize troubleshooting tools to identify and fix problems.
• Maintain detailed documentation of network configurations and procedures.
• Create and update knowledge base articles.
• Managing CUCM Daily issues related to IP telephony.
• UCCX scripting and support.
• Cisco Jabber support (Expressway).
• Teams Admin portal management and configuration.
• Troubleshooting issues on SIP/ PRI lines.
• Cisco unity connection support
• Imagicle call recording Billing support.
• Managing and support related to Critical call center and toll free.
• Day to day task on Cisco IM and Presence.
• Managing of cisco UCS severs.
• Coordinating with IT Helpdesk for troubleshooting Telephony issues.
• Maintaining backup overall health of system.
• Port security and switching support on Cisco and Huawei.
• Management of Network devices like Router Switches Local Area Network Devices WirelessDevices Unified Communication devices Firewalls Load Balancers WAF NAC etc.
• Excellent problem-solving and analytical skills
• Strong communication and collaboration skills
• Ability to work independently and as part of a team.

Mandatory Skills

• Strong understanding of IP telephony protocols (SIP H.323 RTP etc.)
• Experience with Cisco Call Manager Unity Connection and IP phones
• Knowledge of network protocols (TCP/IP UDP DNS DHCP)
• Experience with VoIP network design and implementation
• Troubleshooting and problem-solving skills
• Strong communication and interpersonal skills