Telecom Engineer (Remote from anywhere US)
Req ID: 133836 NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Telecom Engineer (Remote from anywhere US) to join our team in Baltimore, Maryland (US-MD), United States (US). Position's General Duties and Tasks Required. Job Responsibilities of Telecom Engineer: - Provide end user support 24x7x365 and On-Call rotation for after hour support as assigned. - Provide Tier-1 and Tier-2 support of customer Service Requests and Incident troubleshooting and resolution. - Responsible to meet and maintain required SLA's. - Responsible for on-site and/or remote installation, implementation, maintenance, troubleshooting and/or repair Avaya PBX system and Deskside Phones and Mobile Phones. - Support, install, and maintain phones, voice mail, Atos and Cisco voice applications, PBX operating systems, and related IT peripherals. - Provide software engineer PBX/VoIP support, performing software installs/maintenance for optimum system operability and performance, maintain current system patches and upgrades. - Create new build, change, and deletion of VoIP and analog end points. - Implement various Cisco Call Manager end points, specifically standard end-user facing features and functionality. - Program standard Cisco feature sets and understand the impact & interoperability of these features. - Responsible for service testing to include identifying, correcting, or escalating problems. - Document network by correct labeling of routing equipment and cables, and documenting configuration diagrams and specifications. - Resolve Incident and Service Request tickets and proactively follow-up with other technical service towers and 3rd party vendor teams for speed to resolution. - Manage Service Request and Incident tickets in ServiceNow (SOM), including regular updates to tickets per NTT DATA Change and Problem management processes. - Responsible for customer satisfaction scores provides positive customer experience with each customer interaction. Qualifications for Telecom Engineer role: - 5+ years of experience supporting telecom systems and protocols - including VoIP, ISDN technologies, routing and switching, SIP trunks, RTP, SRTP, PSTN cloud integration, SBCs, and call center technologies. - 5+ years of experience in data center engineering support - including Smart Hands, device install/decom, patch cabling install/decom, and circuit extension. - 5+ years experience troubleshooting carrier and network connectivity issues - both VoIP and TDM. - 3-5 years of experience in support of Avaya IVRs and dialers, and Avaya PBX systems and end user support including mobile phones knowledge and troubleshooting, and Smart Hands support experience. - 3-5 years of experience supporting Cisco Unified Communications platform. Good overall understanding of Cisco's UC (UCM/CUC/Infrastructure) and UCCE (ICM/CVP) technologies and products. - 3+ years of experience supporting Mitel PBX switch and hardware. - 3+ years of experience supporting Atos / Siemens Unify hardware. - Position requires a Bachelor's degree in Computer Engineering, Engineering, Computer Science, Information Technology, or related field of study plus 5+ years of experience in the job offered. About NTT DATA Services NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100. NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.