Description:
As a VoIP Engineer, your responsibilities include determining the company’s 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 top-class 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 Port-In requests and cross-functional 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 end-users 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 on-call 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.
Experience:
- Bachelor’s 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 client-facing 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