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Level 2 Voice and Data Engineer (WFH)

Salary undisclosed

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This is a remote position.

As a Level 2 Voice and Data Engineer, you will be instrumental in providing advanced technical support and expertise in voice and data technologies. You will be responsible for troubleshooting, maintaining, and optimizing our clients' communication systems, ensuring seamless and secure operations.

Key Responsibilities

  • Technical Support: Provide Level 2 support for voice and data issues, including troubleshooting and resolving complex technical problems.
  • System Maintenance: Perform regular maintenance, updates, and backups of voice and data systems to ensure optimal performance and security.
  • Client Interaction: Communicate effectively with clients to understand their needs, provide solutions, and offer training and guidance as necessary.
  • Incident Management: Manage and resolve incidents and service requests in a timely manner, ensuring compliance with service level agreements (SLAs).
  • Documentation: Maintain accurate and up-to-date documentation of systems, processes, and troubleshooting steps.
  • Collaboration: Work closely with other team members and departments to ensure cohesive and efficient service delivery.
  • Continuous Improvement: Identify areas for improvement and implement best practices to enhance service quality and efficiency.
  • From Time to time, you may have overflow call handling of basic IT Support as required

Requirements

  • Experience: Minimum of 3-5 years of experience in a similar role, with a strong background in voice and data technologies.
  • Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Certifications: Relevant certifications such as CCNA, CCNP, MS Teams Voice or equivalent are highly desirable.
  • Technical Skills: Proficiency in VoIP, SIP, MPLS, VPN, Call Routing, Voice and other voice and data protocols and technologies.
  • Problem-Solving: Strong analytical and problem-solving skills with the ability to work under pressure
  • Communication: Excellent verbal and written communication skills, with a focus on customer service