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2 days ago
Technical Assistance Center Professional
About the Role:We seek a motivated professional to support and manage voice/telecom networks. This role involves troubleshooting VoIP services, working closely with global vendors and carriers to ensure seamless operations.
Key Responsibilities:- End-to-End Support: Provide comprehensive support for telecom services—from ticket creation to resolution.
- Network Management: Manage & troubleshoot Hosted PBX, SIP Trunking, PRI, Toll-Free Services, Long Distance, and Audio Conferencing.
- Troubleshooting VoIP Issues: Diagnose VoIP call issues (ASR, ACD, PDD, Dead Air, DTMF, codec mismatches, one-way audio, DID, Toll-Free).
- Proactive Monitoring: Monitor and manage network entities including routers, switches, NGN, soft switches, SBCs, gateways, and Tx equipment.
- Collaboration with Vendors: Collaborate with vendors on T1/T3 circuits, conduct head-to-head testing on transport layers.
- Investigation and Resolution: Investigate and resolve fraud-related cases, and provide escalation support by analyzing SIP/SS7 traces, CDRs, switch logs.
- SLA Adherence: Ensure SLA adherence and provide timely updates to customers and vendors.
- VoIP Features Troubleshooting: Troubleshoot VoIP features (answering rules, music on hold, calling card services, etc.).
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