Help Desk Engineer

Lognext; Madrid; Presencial; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A technology solutions company located in Madrid is seeking an experienced Voice Engineer to design, install, and troubleshoot VoIP services. You will play a crucial role in maintaining the voice infrastructure while working collaboratively to solve complex issues. Ideal candidates should have 5-7 years of experience in IT infrastructure, along with strong organizational and customer service skills. This role offers a permanent contract and competitive salary with professional development opportunities.

Servicios

Competitive salary

Flexible payment plan

Access to professional development budget

Formación

• 5 to 7 years’ experience working in IT infrastructure environments.
• Large experience on voice troubleshooting.
• Experience of delivering strategic priorities within strict timelines.

Responsabilidades

• Design, upgrade, install, and troubleshoot networking collaboration devices and software.
• Maintain and update documentation.
• Assist with integration of third‑party PBX services.

Conocimientos

Knowledge of different VoIP protocols (SIP, H323, RTP, MGCP…)

Experience on large voice infrastructure

Voice troubleshooting skills (Translator X, Wireshark, RTMT…)

High English spoken and written fluency (B2+ / C1)

Strong organizational skills

Team and collaborative working

Customer service-oriented skills

Descripción del empleo

At Lognext, we have been accompanying companies and teams for more than 18 years to identify and implement the technology necessary to advance, making their challenges and objectives our own and getting closer to their reality. Therefore, being a NEXTER means that your career and talent become meaningful to you and those around you, allowing you to build what matters most to you and reach your next level.

Voice Engineer

Responsibilities

• Design, upgrade, install, and troubleshoot networking collaboration devices and software (CUCM / UNITY / UCCX / ISR / SBC).
• Special focus on SBC: Build and upgrade a CUCM cluster from scratch, configure a full dial plan.
• Deploy Jabber over MRA and configure SSO authentication.
• Maintain the integrity of the system as needed to meet SLAs.
• Maintain and update documentation.
• Review event logs, packet captures, etc., for root cause analysis.
• Assist with integration and/or migration of third‑party Private Branch Exchange (PBX) services.
• Use Service Desk ticketing system (ServiceNow).
• Engage and coordinate the assistance of Cisco’s Technical Assistance Center (TAC) to resolve technical issues effectively and expeditiously.
• Implement and monitor security policies, documentation standards, and operational procedures.

Skills

Essential:

• 5 to 7 years’ experience working in IT infrastructure environments.
• Knowledge of different VoIP protocols (SIP, H323, RTP, MGCP…) and voice gateways.
• Experience on large voice infrastructure, mainly Voice Oracle Infrastructure (SBC, ECB).
• Large experience on voice troubleshooting (Translator X, Wireshark, RTMT…)
• High English spoken and written fluent (B2+ / C1).
• Strong organizational skills with the ability to multi‑task.
• Team and collaborative working to develop and deliver appropriate solutions.
• Experience of delivering strategic priorities within strict timelines.
• Customer service‑oriented skills.

Desirable:

• Knowledge of different recording environments (NICE, IPC, VERBA…)

Job Conditions & Benefits

• Permanent contract.
• Location: Madrid, Spain.
• Competitive salary. Flexible payment plan.
• Professional Development: Access to an annual budget dedicated to advancing your skills through professional certifications.

Join our expert team, where creativity, commitment and the ability to bring new perspectives are essential to make a difference in a world full of opportunities.