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IT Support Video and Voice Analyst - Cisco

Marlin Selection
London, United Kingdom
£50k - £55k
Closing date
Jan 26, 2023

View more

Job Function
Industry Sector
Finance - General
Employment Type
Full Time
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 team is 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 while supporting legacy systems

Job Description

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


• 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


• 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 cross-functional and external networks and leverages them to move initiatives forward

• Ability to work on call rotation

Competencies - Technical

Candidate needs to possess (3+ years) the knowledge of how to support complex Cisco IPT solutions. Technical elements include:

• Unified Call Manager,

• Unity Voice Mail,

• Cisco Emergency Responder

• Cisco Jabber

• Cisco VCS

• Cisco vCenter

• Unified Presence, Session Border Manager, SME (CUCM Session Management Edition)

• Cisco Control Hub

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