onewood is looking for an experienced VoIP/SIP engineer as part of expansion of our business operations. The role emphasizes customer support. The 2nd Line engineer troubleshoots performance and operational issues of products deployed at customers sites or located in our own data center and also investigates issues in the networking between them making technical assessments to get to problem resolution.
Responsibilities:
- VoIP network design.
- Internet Telephony services implementation, integration and testing.
- SIP-based servers configuration and maintenance.
- Single point of contact with our VoIP partners, PSTN carriers and outsource service developers.
- Prioritize incoming issues and resolve time-critical situations reliably & professionally.
- Troubleshoot technical issues using analytical methods to identify root cause. Problem analysis and data gathering including packet trace in support of escalated issues.
- Manage customer escalations and be an active member of the Service Continuity team.
- Problem reporting, escalation, replication, and resolution management.
- Document trouble tickets; write technical notes and knowledge base entries.