Senior Voip Engineer

Description:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Provide support for VOIP telephone systems. Including handsets and PBX.
• Work within a centralized ticketing system to respond to users and document pathways to resolution.
• Provide technical support for all levels of staff and end-users.
• Provisioning and setting up of new internet and phone services following our operation guidance
• Setup and provisioning of IP phones remotely.
• Applying changes in PBX configuration when required.
• Monitoring the network health proactively based on our operation guidelines
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Walk the customer through the setting up of Modem or IP phones when remote access is not available.
• Direct unresolved issues to the next-level support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

Requirements:

• Minimum a bachelor’s degree in BSc/BA in IT. Computer Science or relevant field.
• with a minimum CGPA of 3.0
• Proficiency in English.
• Minimum 5 years Experience
• Ready to work in night shifts