The VoIP Support Engineer is responsible for the on-site and remote support of end-users, end-user devices and the configuration of ICT hardware and software. VoIP Support Engineers will be involved in software or system installation, operation, maintenance, incident/change/problem management, administration, security, fault diagnosis and fixing.
VoIP Support Engineers will be responsible for generating technical documents and manuals that include but are not limited to user guides, incident reports and test documentation.
Due to the nature of the role support engineers are required to work flexible hours and travel to client sites occasionally.
Duties & Responsibilities:
• Provides technical and business support to internal and external customers
• Provide support to the sales team
• Work flexible hours and travel to client sites occasionally
• Maintain product/support knowledge base
Skills & Experience:
• Basic understanding of Asterisk Telephony Server.
• Basic understanding of Session Initialisation Protocol (SIP)
• Medium level understanding working knowledge of Linux Operating Systems
• Medium level understanding and working knowledge of networks and network infrastructure
• High Level working Knowledge of SIP endpoints (handsets and gateways)
• Experience of interaction with customers and handling difficult situations
• Experience of supporting client server based applications
• Methodical and good problem solver
• Able to grasp technical concepts and tools easily
• Basic Knowledge of data architecture principals
• Good customer facing skills and able to confidently communicate with clients
• Excellent English Language verbal and written communication skills
• Able to build relationships with clients
• Good multi-tasking skills - Flexibility in approach
• Ability to handle stressful situations in a highly pressurized environment