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Technical Support
- Deliver second-line support for telecommunications systems, including VoIP, SIP, PSTN, and mobile networks.
- Diagnose and resolve advanced telecommunications issues escalated from first-line support.
- Support the configuration, upkeep, and monitoring of telecom systems and equipment.
System Maintenance
- Conduct routine system checks, updates, and maintenance for telecommunications infrastructure.
- Monitor network performance, implementing upgrades and patches as needed.
Incident Management
- Oversee the complete lifecycle of incidents, from initial reporting to resolution, including root cause analysis.
- Collaborate with third-line support and external vendors for unresolved technical challenges.
Customer Service
- Ensure exceptional customer service by providing prompt and effective support to end-users.
- Communicate clearly and professionally with clients to address and resolve their telecommunications concerns.
Documentation
- Maintain comprehensive records of support activities, configurations, and procedures.
- Develop user manuals and training resources for end-users and support teams.
Continuous Improvement
- Propose enhancements to telecommunications systems, processes, and workflows.
- Stay informed on the latest industry developments and technologies to deliver innovative solutions.
Education
- Degree in a relevant field such as Telecommunications, Computer Science, or Information Technology, or equivalent professional experience.
Experience
- At least two years of experience in a similar technical support role within the telecommunications or related industry.
- Familiarity with telecommunication systems and protocols such as VoIP, SIP, PSTN, and mobile network technologies.
Technical Skills
- Strong knowledge of network infrastructure, including routers, switches, and firewalls.
- Proficiency in monitoring and diagnostic tools specific to telecommunications.
- Experience with service management and ticketing tools.
- Awareness of industry regulations and compliance standards.
Soft Skills
- Effective problem-solving and analytical abilities.
- Strong interpersonal and communication skills.
- Capability to work both independently and collaboratively.
- Attention to detail and organizational proficiency.
- Relevant professional certifications in networking or telecommunications (e.g., industry-standard certifications in networking, security, or related areas).
- Experience with software and platforms commonly used in telecommunication systems.
- Familiarity with scripting languages for automation and system optimization tasks.
