The 3^rd line Support Engineer provides advanced support services to our internal team and clients across the globe on SIP and wholesale carrier-related products, help with provisioning, and day-to-day support. The role requires good knowledge and analysis of SIP signaling and IP communication protocols. Knowledge of popular IP PBX and cloud UC platforms such as Microsoft Teams, Cisco voice, SBC would be beneficial but not essential.

Key Responsibilities:

• Provide 3^rd line support via phone or email for all IP voice related issues
• Take proactive steps to ensure an optimum IP voice network is running
• Be in-house IP voice expert for our global voice networks
• Incident Management System and update ticket in a timely manner for any tickets passed on from 1^st or 2^nd Line support;
• Take ownership of escalated customers problems, follow up the status of problems on their behalf and communicate progress in a timely manner;
• Following in-depth diagnosis, escalate to 3^rd party supplier carrier support where applicable;
• Provide support, training and be an escalation point for 1^st/2^nd line colleagues;
• Pre-sales consultancy for customer meetings
• Manage, prioritise and plan own work queue and deal with tickets within the set SLAs;
• Share technical knowledge with users and to provide basic training on systems and applications;
• Troubleshoot network issues such as switch, router & firewall issues;
• Maintain a high degree of customer service for all support queries and adhere to all service management principles;
• Proactively drive your own training from senior members of staff to bridge the knowledge gap;
• Deploy new projects and install Teams solutions for new customers
• Analyse current market trends and suggest new systems for the benefit of customers

Additional Responsibilities:

• From time to time help sales staff for pre-sales customer calls
• From time to time assist in rollout / deployment of the company’s Microsoft Teams and Asterisk based IP telephony solution;
• Provide consultancy and support for internal development/project work
• Undertake any and all other reasonable and related tasks/objectives associated with this role.
• Supervise and mentor 2^nd and 1^st line technical staff

Essential Skills:

• Previous experience in IP Voice and IP Telecoms, especially working at a carrier level
• Diagnose and solve complex voice routing problems
• Deploy complex IP voice solutions across different regions
• SIP Certificate
• Experience in dealing with routers, firewalls, network configuration;
• Good working knowledge of layer 2 and layer 3 networking;
• Knowledge of Cloud Infrastructures;
• 5+ years’ experience in a IP voice support role
• Possess excellent communication skills;
• Be an excellent problem solver with strong analytical skills;
• Have excellent knowledge of the OSI layer
• SIP Trace, SIP Log
• Wireshark
• Experience in a hands-on role supporting and/or installing IP telephony systems;

Desirable Skills:

• Microsoft Teams knowledge
• Microsoft Azure knowledge
• Asterix or other PBX knowledge
• Audiocodes or other SBC knowledge