Location: Brussels, BE

Duties & Roles

• Provides first and second line voice support to the Service Centre;
• Performs diagnoses and resolve voice incidents and problems;
• Monitors voice systems and proactively reports and resolves potential voice issues;
• Performs software patching of Skype For Business (SFB) and Session Border Controller systems (SBC);
• Works outside office hours or on weekends as required;
• Seeks recommendations from his/ her superiors for technical solutions;
• Maintains liaison with other CSU internal units, Service Lines and other technical organizations;
• Creates and maintains Standard Operating Procedures and documentation of the supported Unified Communications systems;
• Assists with and implements assigned project work packages;
• Works with limited supervision;
• Coordinates and conducts own work to meet quality targets;
• Performs other duties as may be required

Education, Experience and Training (essential)

• Higher vocational training in a relevant discipline with 2 years post-related experience or a secondary educational qualification with 4 years post-related experience;
• At least 3 year experience in a similar position;
• At least 3 year experience with operation, deployment and configuration of Unified Communications systems such as Microsoft Lync or Microsoft SFB;
• Experience with Voice SBC systems;
• A good knowledge of protocols and standards utilized in VoIP and SFB; SIP, TLS, MGCP, H.323, RTP (incl. G.711, G.729 codecs), and other similar standards;
• Experience in utilizing SFB and SBC toolkits for troubleshooting purposes;
• Experience with device monitoring tools such as Microsoft SCOM, ZABBIX and provide reporting and identifying devices that aren’t functioning properly;
• Experience with O&M of PABX systems;
• Experience with Polycom provisioning systems and Polycom phones;
• Experience with Microsoft PowerShell.

Education, Experience and Training (desired)

• Knowledge and experience with Alcatel PABX systems;
• Knowledge and experience with AudioCodes SBCs;
• Experience with Active Directory, GPOs and PKI certificates;
• ITIL certificate;
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization