Remote Senior Technical Support Engineer - VOIP, SIP, UC

THE COMPANY:

Our client, a multi-award winning, market leading and innovative SaaS provider in the UC space.

THE ROLE

As an engineer you will have a key role in the business; ensuring that they provide support to their customer's when they raise an issue with the aim to resolving their issue as quickly as possible. They maintain cloud based services and use a variety of providers. You will be able to make the right calls on the priority and urgency on all issues to ensure the updates and progression is aligned to the customers expectations.

YOU WILL:

You will be responsible for analysing and providing resolutions for incident tickets raised by our customers after they have been triaged and validated by the 1st line team. You will also be expected to strive for continuous improvement through knowledge sharing sessions and improving their documentation. You can also expect to own internal support processes such as incident capture templates, restoration decision trees or how to log a bug.

EXPERIENCE AND SKILLS:

• Excellent understanding of outstanding user experiences in providing support.
• Expertise in VOIP protocols including SIP, RTP, UDP, TCP, TLS.
• Use of tools like Wireshark and HOMER to analyse traffic.
• Ideally experience with Unified Commnications and/or UCaaS
• Strong verbal and written communication skills