IT Support Video and Voice Analyst - London, United Kingdom - eFinancialCareers

eFinancialCareers

Verified Company

London, United Kingdom

2 days ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Department Overview

The Enterprise Voice and Video Services team is the service availability department responsible for providing frontline support, monitoring and solutions to the business's North American and APAC Voice/Video service over IP.

The multi level specialized teamis virtually centralized and supports all levels of video and voice incident management (7/24). The primary focus of the team is system performance, monitoring, migration, support, emerging technology assessment and solution design.

The Support Operations work stream monitors the availability and performance of all Enterprise Voice & Video Services platforms. The team responds to incidents and proactively leverages point of contact data for continuous improvement of service levels whilesupporting legacy systems

The IT Specialist is responsible for providing an escalated (level 2) support role to the Bank's North American/APAC Enterprise Voice Services group for complex incident and problem management.

The role requires expert knowledge of the Cisco VOIP solutions,Cisco Jabber, Cisco Telepresence management and troubleshooting systems; the individual will also be a part of the vendor relationship.

The IT Specialist will collaborate closely with solution design and enterprise architecture.

Accountabilities / Qualifications / Skills / Experience

Accountabilities

Triage all incoming incidents
Provide first (post level 1) response to incident
Resolve routine incidents
Coordinate efforts with other departments to resolve incidents
Create supporting incident records
Dispatch ITS resources to resolve incidents
Track incidents until resolved
Provide availability for 24/7 support of incident resolution
Interact with vendors

Competencies

5+ years experience in VoIP and/or Video Support environments.
Prior experience administering or supporting LAN/WAN (HSRP, QoS, VLAN's) and legacy voice infrastructures
Promote a climate that supports collaboration and welcomes different perspectives, approaches, and style
Communicates effectively and constructively with all teams to ensure alignment to direction and goals
Initiate changes in processes and systems to maximize opportunities
Monitor System Alerts from Telemate and vCenter and resolve.
3 + year's experience with PBX and Key Systems
Basic knowledge of Voice and Data Cabling
Able to travel
Deal with escalated issues calmly and makes timely, sound decisions even if they are not popular with all business units
Build internal crossfunctional and external networks and leverages them to move initiatives forward
Ability to work on call rotation

Competencies - Technical