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Position - Network Support Engineer (Voice)
Are you an experienced and skilled Voice Support Engineer? We are currently looking for a dynamic professional to join our team. As a Voice Support Engineer, you will play a pivotal role in monitoring, and supporting voice communication solutions for our valued customers. Your expertise will extend to providing top-tier technical support for both voice and network connectivity and security, ensuring the utmost reliability, scalability, and quality for our services. Please note that this position is not a remote opportunity.
Requirements:
- Bachelor’s degree in computer science or a related area.
- Exceptional command of the English language.
- Significant experience with SIP protocol and Asterisk Server, including signaling and SDP.
- Robust VoIP/SIP protocol troubleshooting skills and familiarity with related standards such as SRTP/RTP, ICE, and G.711.
- Expertise in SIP signaling analysis for SIP Proxy, SBC, Gateway, Trunk, Registration, and bridged media sessions.
- Proficiency or substantial knowledge of codecs and media containers, including PCMU, PCMA, H264, MP3, MP4, and others.
- In-depth knowledge of IP networking, encompassing IP routing, switching, etc.
- Proficient Linux server administration skills.
- Previous experience managing Australian customers.
- Proven track record of successful project implementations and incident resolutions.
- High degree of accuracy, planning, and organizational skills.
- Capability to handle and schedule a demanding workload to meet customer requirements.
- Excellent verbal and written communication skills.
- Ability to learn and understand the company's product suite.
- Completion of CCNA certification will be advantageous.
Responsibilities:
- Support voice communication solutions with a focus on reliability, scalability, and quality.
- Provide expert technical support via telephone, addressing complex voice communication and network-related issues and inquiries.
- Diagnose and report faults with clients, utilizing advanced troubleshooting techniques.
- Monitor and respond to helpdesk tickets promptly and effectively, ensuring efficient problem resolution.
- Configure and troubleshoot SIP handsets and other SIP endpoints, utilizing advanced features and optimizing performance.
- Configure Asterisk PABX features such as IVRs, queues, schedules, etc., leveraging your deep understanding of the system.
- Mentor and provide guidance to junior team members, sharing your expertise and knowledge.
- Collaborate with cross-functional teams to support IT and Business Unit projects, ensuring successful implementation.
- Maintain regular communication with customers, providing updates on job status and addressing concerns or escalations.
- Troubleshoot and maintain customer PABXs, utilizing advanced techniques to identify and resolve complex problems.
- Demonstrate exceptional telephony skills, delivering high-quality support and resolving customer issues efficiently.
- Prioritize and manage a demanding workload, ensuring customer requirements are met within agreed timelines.
- Fulfill on-call requirements, providing senior-level support during major incidents.
- Communicate effectively, both orally and in writing, presenting complex technical information in a clear and concise manner.
- Maintain accurate documentation and records of configurations, incidents, and resolutions.
If you believe you have what it takes to excel in this role, apply now with your resume. Join us in shaping the future of voice communication solutions!
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