Senior VoIP Engineer

The Senior VoIP Engineer is responsible for providing high-level technical support, troubleshooting, and maintenance of VoIP and networking solutions. The role requires a strong understanding of VoIP technologies, networking, and programming. The ideal candidate will contribute to infrastructure-related discussions and long-term strategic goals, ensuring the efficiency and reliability of our services.

Key Performance Areas

Prioritisation of numerous service requests via the severity of the problem.
Diagnosing, and troubleshooting VoIP, internet and network-related issues for Switch Telecom clients both telephonically and via a ticketing system.
Collaborating extensively with peers and resellers to resolve issues within accepted time frames.
Act as an interface with clients, resellers and wholesalers.
Act collaboratively to solve problems and resolve spontaneous and unique situations with professionalism and service orientation.
Standby duties if ever required.
Supporting and troubleshooting all hardware supplied by Switch Telecom, this will sometimes include assisting with hardware that has not been supplied by Switch Telecom.
Assisting in the monitoring and maintenance of Switch Telecom’s core network and traffic flow.
Liaising with Switch’s interconnect partners and assisting with troubleshooting high-level network and interconnect issues.
Assisting with the monitoring of termination providers interconnects.
Amending data on the online system.
Maintaining an efficient work environment.
Logging technical queries for clients and resellers that call the Switch Telecom Support Desk.
Assisting in Client retention and escalations
Meeting with clients and suppliers to gather information and determine requirements and design solutions for both client solutions and new product development.
Assist in the installation of hosted switchboards, configuration of handsets and installing VoIP Solutions.
Troubleshooting complex technical VoIP and Network Solutions.
Providing excellent customer service and continual feedback to clients, resellers, internal parties, and management.
Dealing with all technical escalations be it with clients, suppliers, interconnect partners, internal parties and service providers.
Monitoring and maintaining Switch Telecom’s core network and traffic flow.
Handling the support and troubleshooting of technical issues that cannot be resolved by members of the technical team.
Testing and implementation of new equipment, hardware, and software.
Drafting of training manuals,end-user solutions and product guides.
Work together with the Technical Support Management to identify resource and equipment requirements, efficient capacity planning, and management of software and hardware availability.
Provide input towards the continuous service improvement of the Switch Telecom entire infrastructure.

Qualifications:

Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field.
Proven experience in VoIP, Networking, OpenSIPS, Asterisk, and programming.
Strong understanding of TCP/IP networking suite, SIP, IAX, RTP, H.323 protocols.
Excellent troubleshooting and problem-solving skills.
Ability to work collaboratively with a team and communicate effectively with clients and resellers.

Additional Skills and Attributes:

Excellent troubleshooting and problem-solving skills.
Ability to work collaboratively with a team.
Effective communication skills with clients and resellers.
Strong customer service orientation.
Experience with various connectivity technologies.
Familiarity with the latest industry trends and developments.
Ability to handle high-pressure situations and meet deadlines.
Highly motivated and self-driven.
Detail-oriented with a strong focus on quality.
Excellent organizational and time-management skills.
Adaptable and open to learning new technologies.
Strong interpersonal skills with the ability to build and maintain positive relationships.
Proactive in identifying and addressing potential issues.