MSC Mediterranean Shipping Company is a global leader in the shipping and logistics sector. Founded in 1970 and headquartered in Geneva, Switzerland, MSC is a privately-owned organisation driven by the Aponte family. Evolving from a one vessel operation, today MSC is a globally respected business with a fleet of 560 vessels and more than 70,000 staff. With an international integrated Network of road, rail, and sea transport resources - the company prides itself on delivering global Service with local knowledge. Represented in 155 countries, MSC ensures that shippers can talk directly to our representatives, as well as using a variety of e-business solutions for digitalised cargo bookings. Responding to the needs of our customers, MSC is a major driving force behind the evolution of smart containers in our industry, helping to set the standards for digital shipping. The Global Information Technology (IT) Department of Mediterranean Shipping Company (MSC) is actively working on rationalising and streamlining the diverse technological landscape within the Group. This ongoing initiative bears many aspects and lead to many projects mobilising the overall workforce of the company. Voice Specialist : THE ROLE DESCRIPTION Some of the responsibilities will include : Installing, configuring and maintaining Voice and Contact Centre systems. Providing support for all incidents and calls involving telephony equipment. Providing end-user training on our various telephone and conference systems. Supporting the configuration and running of Microsoft Teams, both in terms of voice integration, as well as its collaborative aspects. Creating insights into call behaviour by designing and supporting custom call reports. Liaising with service providers while troubleshooting PBX, Carrier, or MS Teams incidents/problems. Supporting on-site engineers Troubleshooting and fault finding if issues arise Fulfilling ad hoc tasks and projects as required by the Company Contributing to the definition and implementation of project best practices and quality processes QUALIFICATIONS AND EXPERIENCE Required skills and experience : Extensive experience within information security/technology sector Exceptional organizational and communications skills required Experience working in an Enterprise Voice environment. Experience with cloud-based infrastructures (SaaS, IaaS, PaaS, UCaaS) Managing and configuring Microsoft Teams (PowerShell is a bonus) An understanding of Voice Over IP (VOIP) & SIP. An understanding of Networking such as LAN & WAN. An understanding of Virtual Environments, Hosted and Cloud solutions. Proven experience in incident management, service request management and troubleshooting using root cause analysis (RCA) techniques Ability to multitask and work under pressure Outstanding English languages written and verbal communication skills Outstanding customer service ethics and skills Desirable skills and experience : Experience working in a Service Desk / NOC / SOC environment Experience of using ticketing systems and use of monitoring and management tools Previous experience with 8x8 cloud telephony is a bonus. ITIL certification Fluency in French is a plus