VoIP Support L2

Antiguo Cuscatlán, La Libertad, El Salvador

GENERAL DESCRIPTION OF POSITION 


Provides Intermediate to advanced Hosted VoIP Technical Support and assistance to clients via email, phone, and/or other remote methods. Evaluates user needs, define technical problems, and escalate to higher tiers to implement solutions. Assists customers in implementing solutions. Perform ongoing activities to maintain and enhance overall system performance. Typically reports to a project leader or manager. Works on projects/matters of limited complexity in a support role. 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES  

 

  • General Support for the platform Manager Portal and Admin UI 
  • Phone provisioning troubleshooting 
  • Troubleshoot all priority level tickets and escalate accordingly 
  • Troubleshoot QoS Issues and recordings/legal intercepts from the platform  
  • Performs ongoing activities to maintain and enhance overall system performance 
  • Analyze system performance and manage system resources 
  • Troubleshooting of real-time VoIP software, IP / WAN Protocol stacks, and Linux server issues 
  • Perform servers / cluster installation and system audits 
  • Perform installation and configuration of paid services 
  • provide 24x7 weekly on-call rotation 

 

 

REQUIREMENTS  


  • Bachelor’s degree in Computer Science or telecommunications Engineering or a related subject (or working towards), or an equivalent combination of education and work experience. 
  • 1 year of experience working with LINUX (Ideally) 
  • Working knowledge of basic networking skills such as switching, routing, IP addressing, etc. 
  • Certain years of experience in the field or in a related area, depending on the level of assistance they provide. (Ex. Telephony or voice related services SIP IDEAL 
  • Experience with telephony or voice related services (SIP is A plus). 
  • Manage, Operate, and support distributed MySQL databases IS A PLUS 
  • Decent understanding of Networking in a TCP/IP and SIP environment 
  • Availability to provide 24x7x365 operations, including rotating on-call support 
  • Hability to work from Home when approved 

 

QUALIFICATIONS  

 

  • Ability to communicate clearly and effectively in English 
  • ​Customer focused with dedication to customer satisfaction 
  • Self-starter and willingness/ability to learn quickly in a fast-paced environment 
  • Excellent interpersonal, oral and written communication skills in English 
  • Team-oriented, self-starter, able to operate with minimal supervision 


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