Tier 1 VoIP Engineer

About the role

We are seeking an experienced Basic Technical Support Technician specialized in VoIP to join our team. The role involves troubleshooting VoIP issues within the Broadworks platform, Webex Calling, and basic telephony systems.

Responsibilities

• Provide basic technical support for VoIP-related issues within the Broadworks platform, Webex Calling, and basic telephony systems.
• Troubleshoot and resolve complex VoIP issues, ensuring timely and effective solutions for customers.
• Document support tickets accurately and comprehensively, maintaining detailed records of troubleshooting steps and resolutions.
• Engage in customer follow-up to ensure satisfaction and address any additional concerns or questions.
• Identify trends and patterns in VoIP issues, proactively proposing solutions or improvements to enhance service quality.
• Collaborate with cross-functional teams to resolve escalated technical issues and contribute to continuous process improvements.
• Stay updated with industry trends, VoIP technologies, and best practices to provide informed and efficient support.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field preferred.
• 1-2 years of hands-on experience in troubleshooting VoIP issues, preferably within the Broadworks platform and Webex Calling.
• Strong understanding of networking principles and protocols related to VoIP systems.
• Excellent documentation skills with the ability to create comprehensive reports and maintain detailed records.
• Proven ability to analyze and identify trends in technical issues, suggesting improvements or solutions.
• Exceptional problem-solving skills and the capability to handle complex technical challenges efficiently.
• CCNA or similar certifications in networking are preferred.