Technical Support Specialist

19 hours ago

Tirupati, Andhra Pradesh, India beBeeTelecom Full time ₹ 2,50,000 - ₹ 6,00,000
Job Title: Technical Support Specialist

This is an exciting opportunity to join our team as a Technical Support Specialist.

Key Responsibilities:

  • Provide technical support for telecom services, ensuring seamless operations and excellent customer experience.
  • Manage and troubleshoot Hosted PBX, SIP Trunking, PRI, Toll-Free Services, Long Distance, and Audio Conferencing.
  • Diagnose VoIP call issues, including ASR, ACD, PDD, Dead Air, DTMF, codec mismatches, one-way audio, DID, and Toll-Free.
  • Monitor and manage network entities, including routers, switches, NGN, soft switches, SBCs, gateways, and Tx equipment.
  • Perform proactive monitoring on Dialogic NGN, Sansay, Acme/Oracle SBCs, Cisco ONS, and other telecom hardware.
  • Collaborate with vendors on T1/T3 circuits, conduct head-to-head testing on transport layers.
  • Investigate and resolve fraud-related cases, and provide escalation support by analyzing SIP/SS7 traces, CDRs, switch logs.
  • Ensure SLA adherence and provide timely updates to customers and vendors.
  • Troubleshoot VoIP features, including answering rules, music on hold, calling card services, and more.
  • Work in a 24/7 rotational environment, ensuring minimal service disruption.

Requirements:

  • 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 an added advantage.
  • Excellent communication skills (oral & written).
  • Strong analytical and problem-solving abilities.
  • Ability to quickly learn and adapt to internal tools & applications.

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