IT Support VoIP Engineer job responsibilities

Job description IT Support (Voip) Engineer

Key Responsibilities:

1. Monitor and Identify issues proactively.
2. Respond & Resolve Customer escalations within documented SLA windows.
3. Open and track to resolution; vendor, carrier, and internal tickets.
4. Provide customers with configuration advice, training, and problem resolution.
5. Troubleshoot software solutions in a wide array of configurations.
6. User support on Linux and MS Windows environment.
7. Effectively communicate resolution plans, progress, and status of incidents.
8. Develop tools for normal, repetitive support tasks with the help of OEM.
9. Create/maintain documentation of solutions used (workarounds, procedures, etc.).

Required Experience:

1. 3+ years relevant experience providing customer support, in a 7x24x365 cloud computing or telephony environment.
2. Strong technical knowledge in the following categories supporting mission critical 24×7 production/cloud environments:
3. Telephony (VoIP/SIP).
4. Networking (Voice and Data networks and protocols, SaaS environments).
5. Systems Administration (Ameyo, Sales force, ACD, IVR, Dialer, CRM, CTI, etc.).
6. Experience with CRM ticketing systems and coordinating workflow/problem resolutions.
7. Must be willing to participate in on-call rotation (Nights/Weekends/Holidays).
8. Ability to communicate clearly (verbal and written skills) with internal employees & external customers.
9. Familiarity with telecom & network carrier's processes and procedures.
10. Excellent problem solving and analytical skills.
11. Self-starter possessing excellent time management skills; Able to manage multiple activities simultaneously while requiring little or no oversight and/or direction.
12. Active Directory knowledge’s

Desirable Qualifications/Experience:

1. Understanding of the following voice and data protocols: SIP / RTP / TCP / UDP / HTTP(S) / DHCP / DNS / NAT.
2. Understanding of cloud, web & enterprise technologies.
3. Systems OS, services and hardware configuration (Linux and MS Windows).
4. Telecom equipment configuration (Media Gateway / SIP Proxy / SBCs).