Systems Engineer, Voice Systems

NEC Corporation; Darwin; On-site; AUD 90,000 - 120,000; Full time

Job summary

NEC Corporation in Darwin, Australia seeks a Systems Engineer for Voice Systems to troubleshoot and resolve voice-related incidents. The role focuses on root-cause analysis, fault management, and maintaining voice system servers and PABXs, with involvement in projects.

The ideal candidate will have 3+ years in voice systems support, strong knowledge of SIP and UC, and experience delivering quality customer service in a managed services setting with SLAs. ITIL/ITSM familiarity is advantageous.

Qualifications

• 3+ years in voice systems support and troubleshooting.
• Knowledge of SIP, PABX and related voice technologies is preferred.
• Experience coordinating projects in a voice/server environment is desirable.
• Proven customer service experience in technology support.
• Understanding of ITIL and ITSM tools (Remedy, ServiceNow) is beneficial.

Responsibilities

• Investigate and analyse incidents raised by clients.
• Troubleshoot and resolve incidents and problems with SIP, PABX, UC and voice servers.
• Respond quickly to Major Incidents and maintain timely client communication.
• Ensure requests are resolved per SLAs and provide ongoing support for voice applications.
• Collaborate on projects and tasks assigned by the Project Manager.

Skills

SIP

PABX

Unified Communications

Voice systems

ITIL/ITSM

Customer service

Project coordination

Strong communication

Tools

Remedy

ServiceNow

Job description

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Office Location: Darwin, Northern Territory, AU, 0800

Company: NEC Corporation

About the role

The Systems Engineer, Voice Systems role involves displaying strong analytical skills and debugging techniques to troubleshoot and resolve Voice System service issues through structured fault management techniques. This will include an ability to undertake root cause analysis of problems and action change and problem requests. The role will also maintain voice system servers and applications, PABXs and other related devices and be involved in some projects.

Key responsibilities

• Investigate and analyse incidents raised by clients
• Troubleshoot and resolve incidents and problems with SIP, PABX, Unified Communications, voice related server and voice application systems and related peripheral issues
• Respond to Major Incidents promptly and with urgency
• Ensure all requests are resolved promptly, in line with contracted Service Level targets, and with timely communication to clients
• Responsible for on-going support, management and maintenance for Voice system related applications
• Collaborate, undertake, complete and record projects, or project tasks assigned by the Project Manager

About you

• 3 + years in relevant voice (or similar) systems support and troubleshooting, operation and maintenance
• Sound knowledge of relevant SIP, PABX, Unified Communications, voice related server technologies and tools or strong capacity to develop this knowledge
• Experience with coordinating projects in a voice system or server environment is desirable
• 3 + years providing quality customer service in the area of technology support
• 3 + years working in a managed services environment, providing contracted technology services to large clients. This includes working to contracted Service Level Agreements (SLAs)
• High Level of communication and interpersonal skills and ability to understand technical issues and clearly articulate solutions to clients
• Understanding of ITIL and ITSM tools such as Remedy, Service Now
• Ability to quickly comprehend system architecture
• Ability to analyse problems and quickly identify and implement solutions

About us

NEC Australia is a leading technology company that delivers a complete portfolio of ICT and phone solutions and services to large enterprise, small business and government customers. NEC Australia helps customers gain greater business value from their technology investments, by delivering end-to-end technology solutions, business and IT transformation consultancy, professional services, communications solutions, application and solutions development and infrastructure and applications managed services and support.