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VoIP Support Engineer

  • Job Type: Full Time
  • Industry Type: IT Sector
  • Industry Location: San Francisco
  • Experience: NA
  • No. of Positions: 1
  • Primary Skills: Bachelor's Degree VoIP and SIP hands-on experience IP PBX experience Linux
  • Secondary Skills: IP networks network monitoring support desk experience
  • Job Location: San Francisco, California
  • Posted Date: Posted today
Job Description

Our client, a provider of voice and data networks, is seeking a VoIP Support Engineer as the first line of assistance for general troubleshooting and support tickets raised by the customers.

 

Responsibilities include:

  • Assist in configuring and managing telecom and networking infrastructure (VoIP Softswitch and SBC, routers, switches, firewalls)
  • Provide in-depth diagnosis for customer faults by using known troubleshooting techniques and processes to provide fast resolution that consistently meet SLAs
  • Respond to alarms and work with the monitoring system to manage and improve alerting
  • Working with telephony & 3rd party vendors to debug/resolve faults.
  • Provision, configure and test services for customer solutions
  • Analyze, document, review and implement change requests within the network and for customer interconnects, following the steps in the Change Management Process
  • Identify & document support procedures for internal knowledge base
  • Data Center work (when required), whilst following the client’s Data Center work guidelines as defined in their Physical and Environmental Security Policy

Key Skills:

A Support Engineer should have experience working on a Support Desk and have a technical network IT or VoIP background with strong attention to detail and ability to work to the highest standards and backed up by excellent customer support skills.

 

  • Experience in working in support environment and excellent skills and experience utilizing key support tool sets such as monitoring and service management applications.
  • Experience working with SIP/VoIP.
  • Good working knowledge of IP networks and TCP/IP skills
  • An understanding of VoIP and knowledge of SIP.
  • Experience of IP PBX systems
  • Experience working with Linux.
  • SIP school certification or willingness to study towards it
  • Experience in speaking and writing to customers in a technical support role.
  • Bachelor’s degree

 

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