Global Voice Support Engineer - Tier 3 (12-Month Contract)

Argyll Scott; Hong Kong; On-site; HKD 360,000 - 600,000; Full time

Job summary

Argyll Scott Asia is seeking a Voice L3 Support professional to deliver Level 3 support for enterprise voice infrastructure and services for an investment bank, operating in a follow-the-Sun model.

You will work with global Operations and Engineering to ensure stability and performance, participate in maintenance and upgrades, and manage incidents and changes via ServiceNow. A 3–5 year background in enterprise voice is expected.

Qualifications

• ITIL processes knowledge including Incident, Problem and Change Management.
• Experience supporting Cisco Unified Call Manager (CUCM) environments and related voice devices.
• Strong understanding of voice protocols SIP, MGCP, ISDN and call routing.
• Exposure to voice platforms such as Cisco UCM, Webex, Avaya, Oracle SBC or equivalent.
• 3–5 years of experience supporting enterprise voice and collaboration environments.
• Cisco Collaboration certifications (CCNA/CCNP) are advantageous but not required.

Responsibilities

• Provide Level 3 support for voice infrastructure and services, troubleshooting incidents and service requests.
• Coordinate with global Operations and Engineering for stability and performance,'follow-the-Sun' support.
• Assist with infrastructure projects, maintenance and platform upgrades.
• Manage tasks in ServiceNow, prioritising incidents and change requests.
• Support deployment acceptance and maintain documentation of voice environments.
• Participate in support rotations, including weekend changes as needed for continuity.
• Shift work 1-2 times a month.

Skills

ITIL processes

CUCM environments

Voice protocols SIP

MGCP

ISDN

Voice platforms (Cisco UCM, Webex, Avl

Education

Bachelor's degree in Computer Science/Information Technology

Tools

CUCM

Webex/Jabber

Cisco UCM

Avaya

Oracle SBC

Job description

Argyll Scott Asia is seeking a Voice L3 Support professional to deliver Level 3 support for enterprise voice infrastructure and services for an investment bank, operating in a follow-the-Sun model.

You will work with global Operations and Engineering to ensure stability and performance, participate in maintenance and upgrades, and manage incidents and changes via ServiceNow. A 3–5 year background in enterprise voice is expected.