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