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IT Global Telecommunications Systems Engineer

Transcom Worldwide Philippines Inc.
Pasig, National Capital Region, Philippines
June 20, 2017

Position Summary

*To collaborate in a team dedicated to provide Telephony support to Transcom call centre operations which support activities are carried out remotely from the Service support centres incl. Management of Avaya Automatic Call Distribution. Ensuring proper set up and configuration of vectors, VDNs, skills, and other ACD related objects, reporting and accounting systems

In collaboration with IT Application engineer and Infrastructure teams perform 2nd line support, contributing including technology partners and other 3rd party solution providers

*Support within the integration of CTI applications and other related applications such as predictive dialers (ie.Altitude, Mosaix), accounting (Phonex) and voice recording systems (NICE, Qfiniti)

*Provide phone and remote service assistance

*Coordinate warranty and non-warranty repair work

*Hardware installation, configuration and maintenance

*Escalate to other IT departments or 3rd party vendors (Avaya, etc.) and track until resolution.

*In case fail over situation between Service Support Centres, perform service desk and 1st level application support activities.

*Tracking, escalation follow-up, and reporting for timely resolution of user incidents, problems and change requests according to the internal service delivery and support policies & procedures and agreed service levels,

*Support activities to global or regional projects for implementing new applications or new releases of existing ones.

*Continuously keeping up-to-date the area related internal knowledge base and prepare required documentation, procedure definitions in order to ensure effective support work and knowledge transfer toward 1st line support organization units



*Bachelor’s degree in IT / Telecomm or related field.

*Avaya Certifications (ACA or similar)

IT knowledge:

*AVAYA Aura products (Acme SBC is an advantage), Media Server, Media Gateway, ACD, IVR, Telephony, PABX, IP *Telephony technical knowledge and related experience

*Proven knowledge of Avaya Aura solutions and configurations

*In-deep IP network engineering and voice protocols knowledge (SIP is an advantage)

*Proficient with Avaya Site Administration, Terminal Emulator tools

*Avaya Call Management System related knowledge and reporting skills

*CTI applications related experience

*Practical experience with recording systems (ie. NICE and Qfiniti) is an advantage

*Accounting system/ Phonex related knowledge

*Altitude related knowledge is a plus

Others, as:

*Call-center and CRM technology support skills and strong customer service experience

*Good knowledge of Remedy Incident Management or another problem reporting tool for help desk operations

*Knowledge of Internet protocols, routing and site/server interconnectivity and good understanding of TCP/IP, VLAN’s and other data network technologies


*Minimum 2 years’ experience in an IT Helpdesk role or an equivalent combination of education and experience.

*Possess good working knowledge of call tracking systems, remote operational software, and other helpdesk tools. *Experience of call centre technology is an advantage.

*Excellent verbal and written English communication skills. Knowledge of other European languages (i.e. French, Italian, *Spanish, German, etc.) is a plus

Personal Characteristics

*Candidates must possess excellent conceptual and analytical problem solving abilities and must be able to troubleshoot issues in remote locations where on-site technical support is minimal

*Must have good verbal and written communication skills and be able to produce technical documentation

*Must be details oriented, able to work and act independently and able to plan and manage complex projects

*Organizational and analytical skills

*Timetable flexibility and initiative

*Willing to grow professionally

*Physical Demands

*Rotating shifts, off-hours availability.

*Work Environment

*Call centre operations