Technical Support Specialist (Voice)

You must have a background in VoIP Telephony (SIP) and be comfortable identifying, troubleshooting and resolving complex faults. You will need to have experience with Audiocodes and Sonus/Ribbon voice platforms. You should ideally have at least 3 years experience in deploying voice solutions in the above platforms and at least 1 year experience with Microsoft Teams.

The current role is on a full-time basis and you will be expected to work within a roster covering both morning, afternoon and evening shifts.

Key Responsibilities

• Diagnosing and rectifying SIP and PBX related voice faults on Vodia, Audiocodes and Sonus/Ribbon voice platforms.
• Manage customer correspondence requests through our ticketing system, escalating and responding within SLA (Service Level Agreement)
• Raise & escalating faults to upstream carriers and engineering team members
• Assisting customers with adds moves and changes
• Configuring SIP trunks, dial plans and routing policies
• Documenting processes and systems for the benefit of other team members
• Assisting customers deploying new voice solutions

Essential skills

• You will be a motivated, passionate and skilled technical support consultant. You must have excellent written and spoken English as you will be dealing directly with clients.
• You must be a team player who is customer focused and a problem solver above all else.
• A great desire to learn from others and wants to continuously improve.
• Excellent attention to detail and a high level of trust and integrity.
• Ability to work autonomously but also within a team

Background & Education

• At least 2 years experience working with Audiocodes, Ribbon/SONUS and/or Microsoft Teams.
• A solid understanding of SIP and key network protocols (e.g. DNS, NAT)
• Experience in either technical support or service delivery roles with a good understanding of how to troubleshoot faults using packet capture software e.g. Wireshark
• Moderate network knowledge and general telecommunications troubleshooting.
• Hands on experience troubleshooting vendor equipment from Cisco, Polycom, Yealink.

Experience with Asterisk, Kamailio, Broadsoft, Vodia or other similar Hosted PBX platforms will be highly regarded.

Knowledge or experience of SQL and PowerBI will be highly regarded.

Work Arrangement

• Full Time (Roster)
• Flexible Work from Home Arrangements (1 day per week in the office, for day shifts)
• A friendly work environment, positive work culture with lots of opportunities to learn and grow
• Flexible Training and certification options.