Job Openings Level 2 VoIP Support Engineer

About the job Level 2 VoIP Support Engineer

Responsibilities:

  • Diagnosing and rectifying SIP and PBX related voice faults
  • Managing customer and reseller faults and service requests through our ticketing system
  • Escalating faults to upstream carriers
  • Providing accurate and timely advice and issues resolution for our customers
  • Assisting customers with adds moves and changes
  • Documenting processes and systems for the benefit of other team members
  • Assisting clients and partners when deploying new voice solutions
  • Mentoring and coaching team members to improve the customer experience

Attributes:

  • You will be a motivated, self-starter who has excellent written and spoken English (you will be dealing directly with clients).
  • A team player who is customer focused and a problem solver above all else.
  • A great desire to learn and wants to continuously improve.
  • A high level of trust and integrity.
  • Attention to detail.
  • The ability to work autonomously but also within a team

Requirements:

Essential skills and experience:

  • At least 24 months experience and proven knowledge of VOIP (SIP, NAT, etc.)
  • Experience using protocol analysers for signalling and interpreting the results.
  • Moderate network knowledge and general telecommunications troubleshooting.
  • Experience with SIP based PBX Systems and equipment (Cisco, 3CX, Asterisk, Polycom, Yealink.
  • Experience with any of the following will be highly regarded:
  • Previous ISP / MSP experience.
  • Exposure to Managed VOIP or network environment.
  • Previous experience building and deploying NetSapien, 3CX and Asterisk PBX's
  • Successful completion of SIP School
  • Working knowledge of IP protocols, including IP addressing and subnetting as well as IP services including SMTP, FTP, HTTP, DHCP, TFTP, TELNET and SSH.

Notes:

This position may be included in an after-hours on call roster