L2 Voice Support Engineer

5 days ago

Johannesburg, Gauteng, South Africa 60 Degrees Full time R250 000 - R400 000 per year

Job Description

THE OPPORTUNITY THAT AWAITS YOU

We're looking for an experienced and passionate L2 Voice Support Engineer to join their newly growing team in Johannesburg North.

This role will be starting remotely (moving to a hybrid model in January days on-site/week in JHB North). This role requires shift work, working according to the EST time zone (US), and will involve some weekend work to allow for a full coverage of support.

YOUR KEY RESPONSIBILITIES

  • As a 2nd Line (Technical) Support Engineer, you will troubleshoot complex technical issues escalated from L1 support, manage incidents to ensure SLAs are met and documented, and use PowerShell for automation and issue replication.
  • You will also resolve SSO, SIP flow, and trunk problems on SBCs, maintain and update the Knowledge Base, and manage SQL Server databases by executing queries.
  • Additionally, you will collaborate with development teams to resolve software bugs, monitor cloud infrastructure and Azure Resource Manager (ARM), and work in shifts, including weekends, to provide continuous support.
  • Form part of a knowledge-sharing, supportive team.

OUR REQUIRED EXPERTISE

  • 5+ years of experience within a VoIP support environment
  • Strong knowledge of VoIP systems at an infrastructure level, specifically in utilising the SIP protocol over TLS/TCP and UDP, is essential.
  • Understanding of Microsoft Azure and PowerShell scripting
  • Proficient skills and knowledge of log analysis and troubleshooting methodology.
  • Skilled in troubleshooting, root cause analysis, SLAs, knowledge, and incident management.
  • Demonstrate strong expertise in REST, API, and network protocols, along with hands-on experience using tools like Postman or Wireshark (knowledge on using web browser development tools to troubleshoot web applications and analysing .har file captures is a requirement)
  • Background in *UCaaS, Unified Communications, UC, and Contact Centers is a plus.
  • Basic scripting and programming knowledge will make you stand out
  • SIP School Qualifications (Advantageous)

YOUR REWARD

  • Benefits include Provident Fund, 23 Days of Annual Leave, Internet Allowance

For more roles, please have a look at our website (). or follow us on LinkedIn )

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