ESInet and Call Handling Engineer - NG9-1-1 NOC (Remote)

Level 2 Sr. Network Engineering Support for Atos Pubic Safety’s Next-Generation 9-1-1 solution (NG9-1-1) at the Network Operation Center / Security Operation Center (NOC/SOC).

Job Description Atos Public Safety solutions and services -APS- focus on Public Safety agencies. As a trusted partner with wide ranging service capabilities, APS helps clients transform and succeed in challenging circumstances. The diversity and breadth of the entire APS portfolio of research, consulting, solutions, services, systems and software, uniquely distinguishes APS from other companies in the industry. The APS ESInet, Call Handling, and OpenScape Voice Systems - L2 Technical Support team in US provides Advanced Technical Support to our world-wide customers. Role & responsibilities As a Level 2 Support Engineer, you are required to learn the products as well as their usage in the real-world customer scenarios. This is NOT a call Center job and requires very high levels of technical depth to troubleshoot the problems that may occur in APS products, operating systems, networks, databases, applications, third party products as well as custom codes.

In addition, you will:

• Become a tech SME for our flagship product family of UNIFY’s OpenScape Voice Systems Intelligence.

• Analyze customer problems & service requests and resolve them within agreed service levels

• Use troubleshooting/ debugging techniques and tools to analyze technical problems.

• Engage Development teams for issues that need a resolution through code fixes.

• Increase UNIFY's Self-Help knowledge base, by creating knowledge articles wherever needed.

• Provide feedback to the Development Team on Product feature enhancements. Provide Test cases to the Test Team.

• Product related assistance to Pre-Sales / Sales/Deployment Teams

• Create wikis, blogs, tech-notes, technical trainings, and webcasts for educating Customer and Business Partners

• Provide technical support for critical issues on Weekends/ Public holidays on rotation basis

Skills Required Mandatory:

• In depth Operating Systems / Administration knowledge & experience

• Especially for UNIX / Linux. Troubleshooting computer setups, networking issues. Strong OS concepts, OS Voice Systems, Inter-Process communication, shell scripting. Computer networks and Network Voice Systems, TCP/IP fundamentals, network protocols. Experience with Virtualization (VMWARE).

• Clear and effective communication skills (oral and written English)

• Excellent email and telephone etiquette

• Listening skills. Analytical and problem-solving skills

• Ability to work as a part of a global team, despite the diversity (cultural, geographic and other differences)

• Readiness to work in morning / evening shifts. Weekend of rotation basis

• Analyzed and troubleshoot complex network routing issues

• Analyzed and troubleshoot complex telecommunication protocols and escalate and collect issues. o SS7 (signaling system 7), o SIP o TCP (transmission control protocol) o MIME (multipurpose Internet mail extensions) and SGCP (signaling gateway control protocol) o UDP (unified datagram protocol) o RTP (real time protocol) o RSVP (reservation control protocol)

• Knowledge and experience with Cisco technologies and equipment is a plus: Cisco SDWAN, vPC, BGP, OSFPv3, EIGRP. Cisco equipment: ASR, ISR routers, Nexus 9K switches, Firepower platform firewalls.

Qualifications - See detailed Job Description for more qualifications

• BSC/ Telecommunications

• 10+ years of successful Experience in related field and successful demonstration of Key Responsibilities and Knowledge

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