VoIP Support L1

Antiguo Cuscatlan, La Libertad, El Salvador
Full Time
Entry Level

GENERAL DESCRIPTION OF POSITION 

Provides Intermediate to advanced Hosted VoIP Technical Support and assistance to clients via email, phone, and/or other remote methods.  Evaluate user needs, define technical problems, and escalate higher tiers to implement solutions. Assists customers in implementing solutions. Perform ongoing activities to maintain and enhance overall system performance.  Typically reports to a project leader or manager. Works on projects/matters of limited complexity in a support role. Work is closely managed.  
 

ESSENTIAL DUTIES AND RESPONSIBILITIES  

  • Voice mail password reset 
  • Layer 1 for phone troubleshooting 
  • Software and hardware support for PBX 
  • PBX functionality Resource 
  • System Provisioning under supervision (Set up and implement users)  
  • Troubleshooting of real-time VoIP software, IP / WAN Protocol stacks, and Linux server issues 
  • Adds, moves, and Changes of phone users  
  • Troubleshooting QoS Issues 
  • Interface with network engineers for troubleshooting. 
  • Assists customers in implementing solutions. Performs ongoing activities to maintain and enhance overall system performance.  
  • User Dashboards SME 
  • Analyze system performance and manage system resources 
     

REQUIREMENTS  

  • Bachelor’s degree in Computer Science or telecommunications Engineering or a related subject (or working towards), or an equivalent combination of education and work experience. 
  • 1 year of experience working with LINUX (Ideally) 
  • Working knowledge of basic networking skills such as switching, routing, IP addressing, etc. 
  • Certain years of experience in the field or in a related area, depending on the level of assistance they provide. (Ex. Telephony or voice-related services (SIP, RTP)) IDEAL 
  • Experience with telephony or voice-related services (SIP, RTP) A plus. 
  • Manage, Operate, and support distributed MySQL databases IS A PLUS  
  • Decent understanding of Networking in a TCP/IP and SIP environment 
  • Availability to provide 24x7x365 operations, including rotating on-call support 
 

QUALIFICATIONS  

  • Ability to communicate clearly and effectively in English 
  • ​Customer-focused with dedication to customer satisfaction 
  • Self-starter and willingness/ability to learn quickly in a fast-paced environment 
  • Excellent interpersonal, oral, and written communication skills 
  • Team-oriented, self-starter, able to operate with minimal supervision 
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