Technical Assistance Specialist

1 day ago

Coimbatore, Tamil Nadu, India beBeeTelecom Full time ₹ 2,50,000 - ₹ 6,00,000

Job Title: Technical Assistance Specialist

Overview of the Role:

  • This is a senior-level technical assistance role that requires experienced professionals to provide end-to-end support for telecom services.

About the Position:

  • We support and manage complex voice/telecom networks, troubleshoot VoIP services, and work with global vendors and carriers to resolve technical issues.

Key Responsibilities:

  • Provide expert-level support for telecom services including Hosted PBX, SIP Trunking, PRI, Toll-Free Services, Long Distance, and Audio Conferencing.
  • Manage & troubleshoot NGN, soft switches, SBCs, gateways, and Tx equipment to ensure optimal network performance.
  • Diagnose VoIP call issues (ASR, ACD, PDD, Dead Air, DTMF, codec mismatches, one-way audio, DID, Toll-Free) and implement corrective actions.
  • Collaborate with vendors on T1/T3 circuits, conduct head-to-head testing on transport layers to resolve technical discrepancies.
  • Investigate and resolve fraud-related cases by analyzing SIP/SS7 traces, CDRs, switch logs, and provide timely updates to customers and vendors.
  • Ensure SLA adherence and provide escalation support by working closely with internal teams and external partners.
  • Troubleshoot VoIP features (answering rules, music on hold, calling card services, etc.) to enhance customer experience.
  • Work in a 24/7 rotational environment ensuring minimal service disruption and maintaining high levels of customer satisfaction.

Requirements:

  • Strong knowledge of CUCM (Cisco Unified Communications Manager), SIP/SS7 protocols, SBCs, NGN, and VoIP troubleshooting techniques.
  • Familiarity with telecom hardware like Dialogic, Sansay, Acme/Oracle SBCs, Cisco ONS, routers, and switches to effectively manage complex networks.
  • Certifications such as CCNA Voice / CCNP Voice are highly desirable but not mandatory.
  • Excellent communication skills (oral & written) to articulate technical information to both technical and non-technical stakeholders.
  • Strong analytical and problem-solving abilities to identify root causes of complex technical issues and implement effective solutions.
  • Ability to quickly learn and adapt to internal tools & applications to stay up-to-date with the latest technologies.

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