VoIP Support Engineer - L2
VoIP Support Engineer - L2
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Job Description
RepairDesk is a modern repair shop management software with 40 powerful integrations and modules. The software is customisable to meet the workflows of singlestore multistore and franchise repair businesses in various industry verticals. Available in 30 languages RepairDesk is trusted by over 3000 businesses globally helping them save time manage inventory and run profitable repair stores.
Tasks
As a VoIP Engineer your responsibilities include determining the companys needs and monitoring the system to ensure voice communication is functioning correctly. To ensure success you must know about VoIP networking systems and have excellent troubleshooting skills. A topclass VoIP network engineer will be able to design and deploy the perfect networking system to meet the current and future networking needs of our customers.
Job Responsibilities:
- To successfully onboard new customers onto our platform providing full setup and training for best use and management
- Provide first line support to end users for fault fixing as well as general maintenance and management
- Collaborate with vendor (Plivo / Twilio) for PortIn requests and crossfunctional teams to ensure seamless implementation of VoIP systems.
- Provide implementation support to end users that involves setting up 3cx account & assist in the installation configuration and maintenance of VoIP equipment (IP Phones)
- Provide training to endusers on the proper use of VoIP systems 3cx portal)
- Provide on going support to end users for VOIP System VoIP equipment (IP Phones) & respond to and resolve customer inquiries and problems related to VoIP services via phone email & chat.
- Document and update technical procedures troubleshooting guides and knowledge base articles.
- Participate in oncall rotations to address urgent VoIP issues outside of regular business hours.
- Implement and manage VoIP security measures to protect against potential threats.
- Maintain accurate records of support tickets resolutions and system changes in CRM.
- Monitor and analyze VoIP network performance identifying and resolving issues to maintain optimal service quality.
Requirements
- Bachelors degree in information technology computer science or a similar field.
- Have a working experience and proficiency on VOIP Systems 3cx) & VOIP Equipment (Yealink Panasonic Grandstream)
- 3 years of experience in clientfacing roles.
- Possess knowledge of VoIP systems and IP Protocols.
- Ability to work well under pressure and to tight deadlines
- Professional approach to problem solving using analytical skills and excellent communication with both written and verbal English
- Timekeeping and flexibility to working patterns
- Knowledge of computing networking telecoms industry and products
- Experience working with international technical teams
Benefits
- Health Insurance (IPD) Self Spouse & Children
- Provident Fund
- Paid Leaves (Casual Medical & Annual)
- Subsidise Lunch/Dinner
- Maternity & Paternity Benefits
- Paid Trips & Tours
- Profit/Stocks Sharing Plan (Tenured Employees)
Employment Type
Full Time
