1. Presentation of ETNIC

ETNIC (Entreprise pour les Technologies de l’Information et de la Communication) is the IT operator of the Fédération Wallonie-Bruxelles. As a public interest organization, ETNIC's mission is to design, develop, maintain, and enhance information systems and technological infrastructures serving the administrations and institutions of the FWB.

A key player in the digital transformation of the French-speaking Belgian public sector, ETNIC operates in various fields such as:

• IT infrastructure management (networks, security, data centers, cloud)
• Development of custom business applications
• Support for digital projects (functional analysis, UX/UI, project management)
• Cybersecurity and data protection
• User support and training

With a constant focus on innovation, performance, and public service, ETNIC regularly collaborates with external partners to strengthen its teams through IT consulting assignments. These collaborations are framed by ethical and professional standards, oriented towards quality and the tangible impact of delivered solutions.

2. Mission

ETNIC manages, among other things, telephony for part of its beneficiaries.

The ecosystem is highly dense (+10,000 endpoints) and varied in the services offered (ranging from call-center to nomadic profiles).

The Medior Telecom Engineer will be integrated into the team and contribute to daily support.

They will participate in troubleshooting, optimization, improvement, and implementation of Cisco telephony solutions (and associated products).

They will also assist senior telecom engineers in project management and execution.

They will be required to guide end-users in the provision of telephony services.

Strong skills in technical communication and change management are mandatory.

Mandatory technical skills:

1. Cisco Collaboration: CUCM / IM&P / CUC / EXP C-E

2. Administration of solutions (monitoring the lifecycle and updates, system maintenance)

3. Technical configurations (configuration of physical phones or softphones according to company standards, configuration of backend elements (CSS/DP/HP/RP/CPG/...))

4. Contact-center: UCCX

5. Administration of the solution (basic knowledge in UCCX development)

6. Technical configurations

7. Supervision & Troubleshooting: Diagnosis of failures, incident resolution, and management of new requests.

8. Optional technical skills

9. Mastery of the following “third party” solutions: Peterconnects attendant, MoYoBi/PhonexOne, and Rightfax

10. Mastery of the Service Now ticketing tool

11. Mastery of the Webex environment (videoconferencing)

12. Knowledge of Microsoft SQL Server