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ITC ITSD NA Network Operations Voice Analyst - Contingent

Date: Oct 12, 2018

Location: Buenos Aires, Buenos Aires, AR

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This is a position for Buenos Aires, Argentina only.

Responsibilities for this position may include but are not limited to:

  • IPT infrastructure administrator: CUCM, UC, UCCX, Disaster Rec, recording devices, PSTN reachability.
  • Support Network Global operations of the data, voice and secured network
  • System monitoring, Remedy queue management, incident management, initial troubleshooting, Coordinate on-site support, Escalation to Level 3 Design &Consulting Engineers or 3rd party vendors, Maintain system compliance and implement system upgrades.
  • Troubleshooting network problems and diagnosing and solving hardware or software related faults
  • Respond to escalation via page or call during off-hours
  • Prioritizing and managing incident cases at one time
  • Ensure operational excellence and network reliability
  • Ensure escalation and timely resolution of network incidents and problems
  • Participate in the Root Cause investigations when business incidents occur
  • Execute change management activities
  • Ensure network devices meet Information Protection standards
  • Support Business Continuity and Disaster Recovery Plans
  • Enforce a strong focus and disciplined approach to maintenance and improvement of network availability and reliability which includes development and continuous improvement of operational practices and processes
  • Able to work independently but in alignment with team goals
  • Rotational On-Call may be required, covering nights and weekends (Approx. 1 week every 2 months.)

 Special Considerations:

  • Bachelor's degree in Computer Engineering or Computer Science
  • Experienced in infrastructure / operation support processes and working knowledge of ITSM
  • CCNA Collab Certification
  • Flexible in doing shifts and On-call Support
  • At least 5 years of experience supporting large enterprise voice networks.
  • Strong hands-on knowledge of Cisco voice systems. Experience supporting the following Cisco platforms, configuration & circuits:
    • Cisco Unified Communications Manager
    • Cisco Unified Contact Center Express
    • Cisco Unity Connection
    • Cisco Emergency Responder
    • Cisco Voice Gateways (Cisco Routers)
    • UCCX
    • Cisco IP Phone
    • Global Dial Plan configuration
    • SIP & PRI trunks
    • Cisco routing & switching
    • QoS
  • Familiarity with network monitoring tools (e.g. Splunk, Voyence, NetQoS, JunoSpace, etc.).
  • Fluency with Remedy incident and change management.
  • Advanced English both written and oral.
  • Desirable, but not required: CCNA and JNCIA certification or equivalent skill level required. Protocol Experience: EIGRP, BGP, MPLS, HSRP, STP, and others.

Selection Criteria:

  • Excellent coordination & prioritization skills
  • Strong leadership, teamwork, and business engagement skills
  • Ability to communicate at all levels of the business
  • A team player
  • Ability to work under pressure



This is a position for Buenos Aires, Argentina only.

Apply now »
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