2nd Line Support Engineer

1 week ago

gandhinagar, India SIPRTC Full time

2nd Line Support Engineer Job Description It is essential that the ideal candidate has a minimum of 3 years’ experience in 2nd/3rd line support functions within the voice/telecoms industry and working with carriers, SIP/VOIP, and general LAN/WAN networking experience. Good level of customer interaction/communication knowledge is essential in order to provide excellent service due to some pre-sales and post-sales support work.The 2nd line Support Engineer provides advanced support services to our internal team and clients across the globe on SIP and wholesale carrier related products, help with provisioning and day to day support. The role requires good knowledge and analysis of SIP signalling and IP communication protocols. Knowledge of popular IP PBX and cloud UC platforms such as Microsoft Teams, Cisco voice, SBC would be beneficial but not essential.Key Responsibilities:Provide 2nd line support via phone or email for all IP voice related issuesTake proactive steps to ensure an optimum IP voice network is runningBe in-house IP voice expert for our global voice networksIncident Management System and update ticket in a timely manner for any tickets passed on from 1st or 2nd Line support.Take ownership of escalated customers problems, follow up the status of problems on their behalf and communicate progress in a timely manner.Following in-depth diagnosis, escalate to 3rd party supplier carrier support where applicable.Provide support, training and be an escalation point for 1st line colleagues.Pre-sales consultancy for customer meetingsManage, prioritise and plan own work queue and deal with tickets within the set SLAs.Share technical knowledge with users and to provide basic training on systems and applications.Troubleshoot network issues such as switch, router & firewall issues.Maintain a high degree of customer service for all support queries and adhere to all service management principles.Proactively drive your own training from senior members of staff to bridge the knowledge gap.Deploy new projects and install Teams solutions for new customersAnalyse current market trends and suggest new systems for the benefit of customersAdditional ResponsibilitiesFrom time to time help sales staff for pre-sales customer callsFrom time to time assist in rollout / deployment of the company’s Microsoft Teams and Asterisk based IP telephony solution.Provide consultancy and support for internal development/project workUndertake any and all other reasonable and related tasks/objectives associated with this role.Supervise and mentor 1st line technical staffEssential SkillsPrevious experience in IP Voice and IP Telecoms, especially working at a carrier levelDiagnose and solve complex voice routing problemsDeploy complex IP voice solutions across different regionsSIP CertificateExperience in dealing with routers, firewalls, network configuration;Good working knowledge of layer 2 and layer 3 networking;Knowledge of Cloud Infrastructures;5+ years' experience in a IP voice support rolePossess excellent communication skills;Be an excellent problem solver with strong analytical skills;Have excellent knowledge of the OSI layerSIP Trace, SIP LogWiresharkExperience in a hands-on role supporting and/or installing IP telephony systems;Clear communication in EnglishDesirable SkillsMicrosoft Teams knowledgeMicrosoft Azure knowledgeAsterix or other PBX knowledgeAudiocodes or other SBC knowledgeNOTE:The role is work from office based. English is essentialSalary range depending on experience

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    1 week ago

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    2 nd Line Support Engineer Job Description   It is essential that the ideal candidate has a minimum of 3 years’ experience in 2nd/3rd line support functions within the voice/telecoms industry and working with carriers, SIP/VOIP, and general LAN/WAN networking experience. Good level of customer interaction/communication knowledge is essential in order to...

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    2 nd Line Support Engineer Job Description   It is essential that the ideal candidate has a minimum of 3 years’ experience in 2nd/3rd line support functions within the voice/telecoms industry and working with carriers, SIP/VOIP, and general LAN/WAN networking experience. Good level of customer interaction/communication knowledge is essential in order...

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