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2 weeks ago
Job Title: Technical Assistance Specialist
We are seeking an experienced Telecommunications Support Specialist to join our team. In this role, you will be responsible for providing technical assistance and support for Voice over Internet Protocol (VoIP) services.
Your key responsibilities will include:
- Troubleshooting VoIP call issues, including ASR, ACD, PDD, Dead Air, DTMF, codec mismatches, one-way audio, DID, Toll-Free.
- Managing and troubleshooting Hosted PBX, SIP Trunking, PRI, Toll-Free Services, Long Distance, and Audio Conferencing.
- Monitoring and managing network entities including routers, switches, NGN, soft switches, SBCs, gateways, and Tx equipment.
- Collaborating with vendors on T1/T3 circuits, conducting head-to-head testing on transport layers.
- Investigating and resolving fraud-related cases, and providing escalation support by analyzing SIP/SS7 traces, CDRs, switch logs.
To succeed in this role, you will need:
- Strong knowledge of CUCM (Cisco Unified Communications Manager), SIP/SS7 protocols, SBCs, NGN, and VoIP troubleshooting.
- Familiarity with telecom hardware like Dialogic, Sansay, Acme/Oracle SBCs, Cisco ONS, routers, and switches.
- Certifications such as CCNA Voice / CCNP Voice are highly desirable.
- Excellent communication skills (oral & written).
- Strong analytical and problem-solving abilities.
You will work in a 24/7 rotational environment, ensuring minimal service disruption.
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