Technical Support Engineer - Network IP Telephony

Intertec Softwares Pvt Ltd; Industrial Area; On-site; AED 120,000 - 200,000; Full time

Job summary

A technology company is seeking a Technical Support Engineer specializing in Network and IP Telephony. The ideal candidate will have over 6 years of experience with IP telephony protocols and Cisco systems. Responsibilities include ensuring high availability of telephony systems, troubleshooting issues, and implementing solutions. Strong problem-solving and communication skills are essential for success in this role. Located in Abu Dhabi Emirate, this position also involves managing critical call center activities and supporting various telephony infrastructure.

Qualifications

• 6+ years of experience in technical support roles.
• Strong understanding of IP telephony systems.
• Excellent problem-solving and analytical skills.

Responsibilities

• Ensure reliable performance of Network & IP Telephony environment.
• Design and implement IP telephony solutions.
• Troubleshoot and resolve IP telephony issues.

Skills

IP telephony protocols (SIP, H.323, RTP)

Cisco Call Manager

Unity Connection

Network protocols (TCP/IP, UDP, DNS, DHCP)

VoIP network design and implementation

Troubleshooting and problem-solving

Strong communication skills

Tools

Cisco IP phones

Call Manager

Cisco UCS servers

Imagicle call recording

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