Service Technician / TOC Specialist – VoIP & SIP (m/w/d)
Core
Central specialist in the Technical Operations Center (TOC) monitoring and supporting internal and customer services for network, infrastructure, security, telecommunications, cloud, and managed IT, with a specific focus on VoIP and SIP.
Role type
Service Technician / TOC Specialist (Telecommunications)
Builds
Stable operation of managed telecommunication and IT services
Domain
Telecommunications / Managed IT / Network Operations
Deliverable
dashboards & analysis
Required skills
VoIP, SIP, SIP-Trunking, PBX/TK systems, TCP/IP, DNS, DHCP, Routing, Switching, VPNs, Firewalls, LAN/WAN, Microsoft 365/Office 365, Incident Management, Ticketing platforms, ITIL processes
Preferred skills
SBCs, Softphones, Call Routing, SIP Trace Analysis, MPLS, SD-WAN, Linux Server Administration, Windows Server, Virtualization, Cloud Services, Security Monitoring, Carrier troubleshooting
Responsibilities
Monitor Netcom-CS and customer infrastructure from the TOC in Berlin-Mitte; Accept, qualify, prioritize, and process service requests, system alerts, incident tickets, and trouble tickets; Perform first-level support for managed telecommunication, network, server, cloud, security, and IT services; Troubleshoot issues related to VoIP, SIP, SIP-Trunks, PBX/TK systems, telephony endpoints, and network-based telephony services; Support customers with Managed Telephony, MPLS, SD-WAN, Internet, network, cloud, and IT services; Conduct initial incident analysis and coordinate appropriate measures; Escalate incidents to internal specialist teams, external providers, carriers, manufacturers, or field-service teams; Document incidents, troubleshooting steps, communication, and solutions in the ticketing system; Participate in scheduled on-call duty approximately once a month.
