Outsourcing Services International
VoIP Help Desk L1
Santa Elena, Antiguo Cuscatlán , La Libertad, El Salvador - Full Time
GENERAL DESCRIPTION OF POSITION
Provides Intermediate to advanced Hosted VoIP Technical Support and assistance to clients via email, phone, and 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
REQUIREMENTS
QUALIFICATIONS
Provides Intermediate to advanced Hosted VoIP Technical Support and assistance to clients via email, phone, and 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
- Investigate and resolve escalated VoIP incidents that require in-depth technical knowledge and expertise.
- Analyze and interpret complex call signaling and media flow scenarios to identify root causes of issues.
- Collaborate with Tier 3 support and engineering teams to optimize and fine-tune VoIP systems for maximum performance.
- Participate in the planning and implementation of system upgrades and enhancements.
- System Provisioning under supervision (Set up and implement users)
- Serve as a point of escalation for Tier 1 support, providing guidance and expertise in resolving challenging VoIP issues.
- Collaborate with other support tiers to ensure a seamless and efficient resolution process.
- Communicate effectively with customers to gather detailed information on complex VoIP issues and provide clear updates on the resolution progress.
- Assist in educating end-users and Tier 1 support on advanced VoIP configurations and troubleshooting techniques.
- Conduct thorough reviews of VoIP configurations and call logs to ensure compliance with best practices and industry standards.
- Implement and enforce quality control measures to improve the overall performance and reliability of the VoIP environment.
REQUIREMENTS
- Studies or 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.
- Excellent English skills – verbal and written (above 85%)
- Technical proficiency in UNIX/LINUX Administration and Management
- Proficient in network protocols and configurations related to VoIP (TCP/IP, VLANs, QoS, etc.).
- Hands-on experience with VoIP equipment, such as IP phones, PBX systems, and gateways.
- Familiarity with cloud-based VoIP solutions.
- Good understanding of call flows and calls processing
- MySQL, Wireshark, Firewalls, Session Border Controlled knowledge (Desirable).
- SIP Protocols (Desirable).
- UC, UCaaS, CPaaS proficiency (Desirable).
QUALIFICATIONS
- Ability to communicate clearly and effectively in English.
- Customer-focused with a 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.
