Level 2 Technical Support

Key Responsibilities:

Troubleshooting & Support:

Provide Level 2 support for telephony systems, including diagnosing and resolving issues related to PBX, VoIP, SIP, and analog/digital lines.
Handle escalations from Level 1 support and work towards resolution within defined SLAs.
Perform root cause analysis for recurring issues and implement preventive measures.

Configuration & Maintenance:

Configure, maintain, and support telephony infrastructure, including IP phones, softphones, call recording systems, and other telephony-related hardware/software.

Implementation & Installation:

Participate in the configuration and implementation of SIP Trunks & SIP domains.
Collaborate with vendors and internal teams during project deployments.

Monitoring & Reporting:

Monitor telephony system performance and availability, proactively identifying potential issues.
Generate reports on system performance, call quality, and usage metrics.

Documentation & Training:

Maintain accurate documentation of SIP configurations, changes, and troubleshooting procedures.
Provide training and guidance to Level 1 support teams on SIP & telephony-related issues.

Qualifications:

Experience:

3+ years of experience in telephony support or a similar role.
Hands-on experience with VoIP systems (e.g., Cisco Unified Communications, Avaya, Mitel, or similar platforms).
Familiarity with PBX systems, SIP protocols, and telephony hardware.
Bachelor’s degree in IT or related course.

Certifications (Preferred):

Cisco CCNA Collaboration, Avaya Certified Support Specialist, or other relevant telephony certifications.

Skills & Competencies:

Strong understanding of telephony protocols (SIP, RTP, H.323) and networking concepts (TCP/IP, VLANs, QoS).
Experience with telephony monitoring and troubleshooting tools (e.g., Wireshark, SolarWinds VoIP & Network Quality Manager).
Excellent problem-solving skills and ability to work under pressure.
Strong communication skills to effectively collaborate with internal teams and external vendors.
Ability to work independently and manage multiple tasks simultaneously.

Additional Requirements: