• Have clear understanding of Cisco and Shoretel Voice network deployment models and should understand functioning of voice network devices.
• Have worked on Cisco Unified communication products like Cisco Unified Communication Manager, IPCC Express, Cisco Unity Voicemail, Cisco Wireless Phones
• Knowledge in Video conferencing will be added advantage
• Good implementation/troubleshooting experience on Cisco IPT & IPCC Express.
• Installation, Configuration and troubleshooting of Shoretel IP telephony. Having worked on Shoretel devices will add more value
• Have clear understanding on VOIP protocols like SIP, H.323 and MGCP
• Routing and Switch protocols: BGP, EIGRP, VLAN, CDP, VTP, STP, RIP, RSTP, WLAN, MPLS
• Have clear understanding on Telecom infrastructure protocols like ISDN and analog signaling.
• Work with Third Party Providers to assist in Problem resolution of telecommunication Problems.
• Provide Level 3 support.
• Manages delivery team of L2 Engineers
• Tracks and updates key performance metrics
• Provide team support and process improvements through individual contributions.
• Handles escalations
• Participate in routine operational meetings
• Maintain and update voice network diagrams and vendor information for voice network devices
• Have very good troubleshooting and analytical skills.
• Report on Telephony Problems within established time frames.
• Perform root cause analysis in accordance with the Procedures Manual.
• Participate in root cause analysis if needed.
• Produce root cause analysis report.
• Perform Telephony Problem trend analysis.
• Prepare, produce, review and provide a trend analysis report.
• Review trend analysis report.
• Propose recommendations to improve the support process.
• Plan and test voice network software upgrades.
• Plan and test disaster recovery and backup plans.
• Participate in rotating “on call” schedule with other members of the team 

Has strong background with the following:

• Cisco Unified Call Manager
• Cisco Unity, Cisco IPCC Express
• Cisco Voice Gateway
• Shoretel IP telephony
• Shoretel Voice mail Server
• Shoretel Voice gateway

Andy Bundad

Technical Recruiter 

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