L3 Voice Support Engineer/12 months/60K - 75K HKD P/M

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

Voice L3 Support - Tier 1 Investment Bank

12 month contract

What you'll do in the role:

• Provide Level 3 support for voice infrastructure and services, including troubleshooting incidents, resolving service requests, and escalating complex issues when required.
• Work closely with global Operations and Engineering teams to maintain the stability, availability, and performance of end-user and back-office voice services, in a follow-the-Sun support model.
• Support infrastructure projects, technology refresh activities, routine system maintenance, and platform upgrades.
• Track, manage, and prioritize operational activities through the ServiceNow ticketing platform, ensuring timely resolution and adherence to service levels.
• Assist with the operational acceptance of new deployments and maintain accurate technical documentation of voice environments and configuration changes.
• Participate in scheduled support rotations, including weekend change execution and support, as required to ensure operational continuity.
• Shift work 1-2 times a month

What you'll bring to the role:

• Working knowledge of ITIL processes, including Incident, Problem, and Change Management.
• Experience supporting Cisco Unified Call Manager (CUCM) environments, including IP phones, Cisco Webex / Jabber, and mobile voice solutions.
• Good understanding of voice protocols such as SIP, MGCP, ISDN, and voice technologies for call routing, and external PSTN provider services.
• Exposure to voice platforms such as Cisco UCM and Webex, Avaya, Oracle SBC, or similar technologies is desirable.
• 3 to 5 years of experience supporting enterprise voice and collaboration environments.
• Knowledge of enterprise voice and data networking concepts. Cisco Collaboration certifications (CCNA Collaboration, CCNP Collaboration, or equivalent knowledge) are advantageous but not required.
• Strong troubleshooting, communication, and customer-service skills, with the ability to work effectively in a global operations environment.
• Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent experience.

Argyll Scott Asia is acting as an Employment Business in relation to this vacancy.