Level 2 VoIP Support Engineer

Our client is looking for a dedicated L2 VoIP Support Engineer that maintains good relationships with the client, team, and co-workers to be effective in carrying out the work description of the position.

Responsibilities:

• Diagnosing and rectifying SIP and PBX related voice faults
• Managing customer and reseller faults and service requests through our ticketing system
• Escalating faults to upstream carriers
• Providing accurate and timely advice and issues resolution for our customers
• Assisting customers with adds moves and changes.
• Documenting processes and systems for the benefit of other team members
• Assisting clients and partners when deploying new voice solutions
• Mentoring and coaching team members to improve the customer experience.

Attributes:

• You will be a motivated, self-starter who has excellent written and spoken English (you will be dealing directly with clients).
• A team player who is customer focused and a problem solver above all else.
• A great desire to learn and wants to continuously improve.
• A high level of trust and integrity.
• Attention to detail.
• The ability to work autonomously but also within a team.

• Viable for work onsite for the first 6 months but hybrid/full WFH can be considered if the candidate possesses both strong NetSapiens and other platform backgrounds.

Essential skills and experience:

• At least 24 months experience and proven knowledge of VOIP (SIP, NAT, etc.)
• Experience using protocol analysers for signalling and interpreting the results.
• Moderate network knowledge and general telecommunications troubleshooting.
• Experience with SIP based PBX Systems and equipment (Cisco, 3CX, Asterisk, Polycom, Yealink.
• Experience with any of the following will be highly regarded:
• Previous ISP / MSP experience.
• Exposure to Managed VOIP or network environment.
• Strong familiarity with NetSapiens.
• Previous experience building and deploying, 3CX and Asterisk PBX's
• Successful completion of SIP School
• Working knowledge of IP protocols, including IP addressing and subnetting as well as IP services including SMTP, FTP, HTTP, DHCP, TFTP, TELNET and SSH.

MUST HAVES:

• Previous NetSapiens experience (a huge plus)
• Very fluent written and conversational English (neutral accent)
• Customer service skills - calm, confident, with a genuinely happy-to-help / can-do attitude.

Notes:

This position may be included in an after-hours call roster.