Position - Voice Support Engineer
We are seeking a highly experienced and skilled Voice Support Engineer to join our team. As a Voice Support Engineer, you will take a role in designing, implementing, monitoring, and supporting voice communication solutions for our customers. You will provide expert technical support for both voice and network connectivity and security, ensuring the highest level of reliability, scalability, and quality for our services.
Requirements:
- Bachelor's Degree in Computer Science or related area.
- Excellent command of English.
- Significant experience in SIP protocol and Asterisk Server, including signaling and SDP.
- Strong VoIP/SIP protocol troubleshooting skills and knowledge of related standards such as SRTP/RTP, ICE, and G.711.
- Experience in SIP signaling analysis for SIP Proxy, SBC, Gateway, Trunk, Registration, and bridged media session.
- Proficiency or significant knowledge of codecs and media containers such as PCMU, PCMA, H264, MP3, MP4, and others.
- Experience with Docker, Ansible, and AWS.
- In-depth knowledge of VoIP networking, including IP routing, switching, SIP protocols, etc.
- Linux server administration skills.
- Previous experience managing Australian customers.
- Proven track record of successful project implementations and incident resolutions.
- A high degree of accuracy, planning, and organization.
- Ability to handle and schedule a demanding workload to meet customer requirements.
- Ability to provide mentorship and guidance to junior team members.
- Excellent verbal and written communication skills.
- Ability to learn and understand the company's product suite.
- Maintain documentation and records accurately.
-Having completed the CCNA certification will be advantageous.
Responsibilities:
- Lead the design, implementation, and support of voice communication solutions, ensuring the highest level of 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 wholesale suppliers, 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.
- Continuously learn and stay updated on emerging technologies and industry trends, applying them to improve our services.
- 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.
