Telephony Infrastructure Specialist

hace 5 días


San José, San José, Costa Rica Emerson A tiempo completo

Job Summary:
The Telephony Infrastructure Specialist will be responsible for ensuring the smooth operation of Emerson's global Telephony infrastructure, providing top-notch support to in-scope sites, and collaborating with cross-functional teams to drive continual service improvement.

Key Responsibilities:
- Ensure that the Telephony Monitoring Service is fully operational, kept up-to-date, and contribute to its ongoing improvement by providing feedback to the Monitoring Service owner.
- Provide Tier II and III level support for in-scope Emerson sites' Telephony Infrastructure, including formal Service Level Agreements over multiple sites and countries across several World Areas and Emerson businesses, as well as supported non-Emerson sites.
- Ensure Telephony equipment, Central tools, and any relevant configurations are properly backed-up to allow for restore.
- Prepare and submit Root Cause Analysis reports for Severity 1 and 2 Incidents.
- Ensure proper escalation of Telephony-related IT Service Desk tickets and retain ownership of tickets until resolution or hand-off to the appropriate support team, while acting as the interface between the Central Service customer and other IT groups or vendors when needed.
- Create and document Telephony configurations, Bill of Materials, and topologies for new and existing Emerson sites in partnership with Provisioning and Service Engineering.
- Continual Service Improvement: Collaborate and actively feed-back to the Design Team and Management in order to develop and improve LAN and Telephony solutions and design.
- Coach local IT, new members of the team, and interns on Telephony Infrastructure Services as needed.

Education and Qualifications:
- Education:
  - To degree level or equivalent, but experience may be considered in lieu of formal education.
  - Minimum 1-2 years of experience in a VOIP management role, preferably in an Enterprise environment.
- ITIL certification or equivalent awareness is beneficial.
- Language knowledge: must be fluent in business English (speaking/writing), other languages especially Romanian, Tagalog, and Spanish are an advantage.
 
Specific Skills & Experience:
- Cisco Certified Network Administrator (Collaboration) or equivalent experience in TCP/IP, layers, switching, basic routing, 802.1x, QoS.
- Microsoft Windows (Server/Client) and Office basic administration skills.
- Experience working with VOIP monitoring tools.
- Experience with service desk ticketing systems.
- Effective communicator
- Excellent verbal and written communication skills.
- Willing to travel for short periods of time.
- Strong analytical capabilities and demonstrated problem-solving skills.
- Flexible attitude towards working hours.



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