Video Expert

Job description

about the role

Job Purpose:

RUN: to provide 24x7 support & troubleshoot end to end video incidents. Perform life cycle change & release management functions.

Technologies: Cisco & Polycom 

BUILT: configuration, pre-test and test with customer for hand-over to operations

Key Tasks and Responsibilities:

RUN:

Troubleshoot, identify and resolve Video incidents and providing Level 2 and Level 3 support.Good knowledge and understanding on Video Products including Cisco Endpoints ( IX5000, DX70/80, MX200/700, CTS, TX, SX), Infrastructure including Cisco Call Manager, VCS, Conductor, Cisco Meeting Server, Telepresence management Suite, TMSXE, Skype for Business.Troubleshoot video related value added services and ecosystemDocument all troubleshooting and provide regular updates for all actions executed to solve customer’s incidents via electronic case management system.Timely liaise with higher level support for incident escalation and resolution.To keep management informed of any major customer or network faults.Liaise with other internal teams to resolve faults affecting video service.Activate escalation procedure with vendors ( Cisco TAC, Polycom) when needed.Document and Perform change management activities. (implement customer simple and complex changes ). Attend Change Advisory boards when/as required. Also, creating migration guides and implementation guides.Perform release management activities. (implement new release and upgrades)Act as technical escalation point for video implementation teams.To undertake any other reasonable task as assigned by the management team (eg Reporting).

BUILD:

Video configuration of endpoints and Infrastructure end to end of new customers sitesEnsure pre-test and internal validationsSupport testing with customer in view of hand-over to operationsSupport to maintain data integrity in toolsGood knowledge and experience in Scripting and development in scripting languages like PHP, Python. Previous experience in Automation of  tasks like provisioning of endpoints, reporting, configuration and backup.

Support to maintain data integrity in tools

Good knowledge and experience in Scripting and development in scripting languages like PHP, Python. Previous experience in Automation of  tasks like provisioning of endpoints, reporting, configuration and backup.

about you

Candidate Profile:

Skills / Qualifications:

Very good video experience Cisco and/or Polycom product suites.

Good knowledge in Video/Voice protocols (SIP, H323)

Good knowledge in network, LAN/WAN protocols, Virtualization(VMware).

Excellent problem solving skills.

Ability to work under pressure.

Ability to work in a multi-task environment, dealing with multiple tasks.
Excellent interpersonal, cross-cultural and strong communications skills.
Good time management, and organisational skills.

Good Presentation/report writing skills.

Customer centric approach.

Tenacity.
Flexibility in terms of working hours, ability to work on shift.
Proactive, self motivated and determined attitude.

English proficiency, French language is a plus.

IT skills is a plus

 

Educational background:

Engineering degree in telecommunications

Professional certificates i.e. Cisco CCNA Collaboration, CCNP Collaboration ( Desirable)

Python, PHP certification.

 

Professional Experience:

3-8 years of technical experience in Video Collaboration, Voice, Virtualization.

Experience in operation & crisis management.

department

Customer Services & Operations

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

contract

Regular