IT Collaboration Specialist

17 hours ago

Stockholm, Stockholm, Sweden TN Sweden Full time

About the Job

As an IT Collaboration Specialist at TN Sweden, you will play a crucial role in planning, designing, building, installing, configuring, managing, securing, documenting, and supporting systems within our Data Center, Distribution Center, Public and Private Cloud environments. Your focus will be on the Cisco voice infrastructure, developing, implementing, and documenting best practices and standards to optimize VOIP performance.

The successful candidate will have excellent customer service, written, and verbal communication skills, with the ability to work collaboratively across multiple departments, business partners, and suppliers to meet operational performance and reliability targets. This role is critical in ensuring we achieve our IT collaboration strategy: Enabling business and employee success through IT services that anticipate demand and simply work, anywhere, anytime.

Key Responsibilities

  1. Provide end-to-end ownership and accountability for the service delivery, maintenance, and support of the global VOIP infrastructure of Client, and performance of the managed service provider(s).
  2. Manage telephony migrations from on-premise CUCM into Cisco Cloud (Webex Calling).
  3. Design, build, manage, optimize, support, and maintain the Client Holdings global enterprise VOIP environment including, but not limited to: CUCM, SIP CUBE, Webex Calling, and Contact Center.
  4. Develop and maintain technical standards and system configuration documentation, physical and logical diagrams, knowledge base articles, and runbooks for the proper transition of services to external managed service providers.
  5. Responsible for software and hardware upgrades relating to the Cisco voice infrastructure, including EOL/EOS refresh as part of life cycle management, ongoing security patching, and vulnerability remediation according to established standards.
  6. Proactively and reactively identify and remediate voice and video performance issues and act as escalation point to review and resolve technical issues through completion, including root cause analysis and corrective actions.
  7. Provide Tier 3 technical expertise and support relating to Cisco voice infrastructure, and act as escalation point for the IT Service Center to review and resolve technical issues through completion, including root cause analysis and corrective actions.
  8. Participate in an on-call rotation to provide operational support as needed, which may include off hours.
  9. Adhere to and participate in the current and future IT Service Management processes including, but not limited to incident, problem, and change control procedures.

Required Skills and Experience

  1. Bachelor's degree in any field and 1+ years working experience and proficiency with planning, designing, supporting, maintaining, and LAN/WAN/VoIP communications, network hardware such as Cisco routers, Ethernet switches, access points voice gateways & firewalls.
  2. OR 3+ years of on-the-job experience in these areas in lieu of bachelor's degree.
  3. Experience with supporting technologies such as Cisco Voice technologies to include the following: Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco Unified Contact Center Express (CUCCX), Cisco Unified Communications Manager IM & Presence, and Cisco Unified Border Element (CUBE), Cisco Expressway, Cisco Video System, and Webex Control Hub and suite.
  4. Experience with Voice related protocols (SIP, RTP/SRTP, SDP, MGCP, SCCP etc.); SIP/PSTN Design and Voice Gateway Configuration. Detailed knowledge and understanding of telephony/UC protocols, H323, SIP, T38, TLS and Codecs.
  5. Familiar with technology such as: Wireless (WiFi) 802.11 a/b/g/n technologies, Network security/VPN/SSL technologies, such as Cisco, Palo Alto, Cisco Nexus platforms.
  6. Knowledge of network architecture and maintenance, such as log analysis, backup/recovery, high availability, capacity planning, and DR/resiliency.
  7. Excellent English written and verbal communication skills.
  8. Strong technical support, problem solving, and critical thinking skills.
  9. Ability to collaborate effectively across teams in a high performing and matrixed team environment.

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