Network and Telephony Consultant

2 weeks ago


Peterborough, United Kingdom CDW Full time

**Description**

JOB TITLE

Telephony and Network Consultant

DEPARTMENT

Technology (UK & International)

RESPONSIBLE FOR

The configuration, deployment, testing, maintenance, monitoring and incident resolution of Telephony and Network components to provide a robust, industry standard, communications platform.

RESPONSIBLE TO

UK Technology - Network and Telephony Manager

MAIN PURPOSE OF JOB
- Respond to incidents logged in the Incident Management system (within Service Level Agreements) ensuring that Network and Telephony platforms remain operational and available to CDW coworkers and clients alike.

Role includes but are not limited to:

- Incident Diagnostics and Assistance for both network and telephony environments
- Log Monitoring and Analysis
- Device Configuration and Deployment, Software Upgrades, Patches and Bug Fixes
- Configuration Backup / Restore
- Firewall Management
- Rule base and Network Configuration Change Management

Operate as part of a 24x7x365 on-call rota.

Provide a point of technical escalation and expertise.

Maintain technical accreditations in line with Network and Telephony platforms.

Escalate to and work with vendors when required.

Setup and complete scheduled tasks when required.

Escalate potential service issues initially with the Network and Telephony Manager / Head of IT / Service Delivery Manager.

Escalate potential problem issues with Problem and Incident Management.

Recommend and deploy changes via the change management process when required.

Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.

Provide assistance to Team members as required.

Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.

Work with Internal IT consultants to better understand issues and solutions.

Provide technical assistance to on-going projects when required.

KNOWLEDGE AND EXPERIENCE

Essential
- At least 3 years’ experience in a similar SLA driven support role
- At least 2 years Telephony support experience

Demonstrable SIP and VOIP experience / knowledge- Cisco CUCM support and provisioning experience
- Virtual telephony platform experience (SAS/PAS environment)
- Call recording implementation / support
- Extension mobility, CTI, Hunt Group, Soft Key Template and Phone Button Templates
- Cisco IP Routing and Switching
- Industry recognized qualifications in relevant areas of Cisco, ideally CCNA or CCNP
- Routing & Switching Troubleshooting
- MPLS WAN Support
- Cisco Security Platforms (ASA, FirePower)
- IDP/IPS analysis
- SNMP Monitoring solutions
- Proven Customer service Skills
- Proven experience delivering projects and complex changes
- Knowledge of ITIL processes

Desirable
- Cisco Call Manager
- Industry recognised qualifications, ideally CCNP equivalent or higher
- Natural problem solver, getting to the root cause and identifying a long-term fix
- Knowledge of ITIL processes

PERSONAL ATTRIBUTES
- Strong Team Player
- Good communication skills, verbal and written
- Punctual and reliable
- Positive, enthusiastic and supportive individual
- Ability to take ownership of and progress incidents to resolution, or to identify when escalation is necessary
- Ability to work under pressure
- Ability to work in a team and to support team members
- Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner



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