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Collaborative Telephony Support Engineer
hace 1 semana
About the Role:
We are seeking a highly skilled Telephony Infrastructure Specialist to join our team at Emerson. As a key member of our IT organization, you will be responsible for supporting our global Telephony infrastructure, collaborating with cross-functional teams, and driving continual service improvement.
Main Responsibilities:
- Monitor and maintain the Telephony Monitoring Service to ensure it remains operational and up-to-date.
- Provide expert-level support for in-scope Emerson sites' Telephony Infrastructure, adhering to formal Service Level Agreements across multiple sites and countries.
- Develop and implement processes for backing up Telephony equipment, Central tools, and configurations to facilitate restore operations.
- Investigate and report on Severity 1 and 2 Incidents, contributing to the identification of root causes and implementation of corrective actions.
- Escalate Telephony-related IT Service Desk tickets effectively, ensuring timely resolution and maintaining ownership until completion or hand-off to the appropriate support team.
- Collaborate with Provisioning and Service Engineering to create and document Telephony configurations, Bill of Materials, and topologies for new and existing Emerson sites.
- Foster a culture of continuous improvement within the Design Team and Management, driving enhancements to LAN and Telephony solutions and designs.
- Mentor local IT staff, new team members, and interns on Telephony Infrastructure Services as required.
Requirements:
- Bachelor's degree in Computer Science, Telecommunications, or related field, or equivalent experience.
- At least 1-2 years of experience in VOIP management, preferably in an Enterprise environment.
- Familiarity with ITIL framework and methodologies.
- Fluency in business English, with additional language skills in Romanian, Tagalog, and Spanish a plus.
Desirable Skills:
- Cisco CCNA Collaboration certification or equivalent experience in network fundamentals.
- Proficiency in Microsoft Windows Server and Client administration, as well as Office software.
- Experience with VOIP monitoring tools and service desk ticketing systems.
- Excellent communication and problem-solving skills.
- Ability to work flexibly and travel occasionally.
