Trade Floor Support Engineer - IPC/Cisco/Avaya - London

Purpose:

 To provide support and project services to Trade Floor for unified communications based on IPC, Avaya and Cisco Unified Communications Manager (CUCM) Systems.

 The role will primarily revolve around the provision of telephone support of systems and associated third party applications such as voicemail, unified messaging, contact centre, voice recording etc.

 The successful candidate will need good IT and networking knowledge to support the role. You will be expected to maintain awareness of the technology trends in this arena, together with a good working knowledge of existing and new products and applications.

 A strong sense of urgency is required , together with the ability to quickly determine the scale and scope of an issue.

 Ability to engage the right resource to assist in problem determination and resolve is also critical. Prepared to work weekends.

Responsibilities:

• Provide office based support activities to customers.

• Perform Daily Checks to report on infrastructure integrity.

•Manage day-to-day incidents and voice problems globally.

• Proactive infrastructure monitoring, to identify recurring and potential client-impacting issues in the environment.

• Undertake configuration management work in accordance with the Change Management procedures.

• Troubleshoot IP Telephony related faults and restore service within defined SLAs.

• Provide as requested by other groups, perform root cause analysis determining the cause of a problem and recommending and implementing solutions, ensure that all problems are resolved either in a timely manner or ensure that they are escalated to the appropriate management structure

• Work on issues escalated from Tier-1 engineers.

• Build solid working relationship with key customers and act as a key engineer.

• Document and share processes and procedures with the team.

• Highlight potential problems and take a pro-active approach.

• Manage communication and call logging with third parties and IPC/Cisco TAC.

• Take full ownership of all issues.

• Form part of 24x7 on call rota.

• Maintain regular communication with the customer and management on progress/status of owned problem.

• Maintain accurate records of customer communication and progress in the call logging system.

• Occasionally attend customer sites to perform troubleshooting of Cisco IP Telephony systems and associated applications when remote support is not suitable or has been exhausted.

• Attain and maintain appropriate manufacturer accreditations/certifications as agreed with management.

• Provide support to other engineers.

Skills Required:

• IPC Unigy V2 - V4
  
• Cisco Call Manager 7.x - 11.x
  
• Cisco Unity Connection
  
• Cisco CME, CUE
  
• Avaya CMS
  
• Call Recording concepts, NICE (NTR, NIM, Perform, 8.9), Cybertech, Verint
  
• Internal & on-net Private Wires. (CAS, MRD, ARD, media bridges.)
  
• Gateways H323, MGCP, SIP (RTp, SCCP,RVP,RTCD,QSig)
  
• Voice and Video network transport.
  
• Basic networking knowledge Layer 2 and Layer 3 technologies
  
• Strong understanding of general IP telephony concepts
  
• Knowledge of DB applications (in particular MSSQL and MySQL scripting and manipulation)
  
• Proven experience of database administration, maintenance, upgrades and migration.
  

Non-Essential Skills:

• Cisco Wireless LAN controllers and concepts
  
• Network Management - Orion Solarwinds / NetfFlow / Splunk
  

General Requirements:

• Cisco career certifications CCNA to CCIE Voice (Written).
  
• Customer facing with ability to understand technical issues and communicate clearly, effectively and professionally with customers and partners.
  
• TradeFloor and Financial Market Experience.
  
• Hardworking, flexible and enthusiastic, team player with a genuine interest in unified communication technologies and the benefits this technology brings.
  

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