Technical Support (Telecoms) - 2nd Line
Core
2nd Line Support Engineer handling escalated technical issues for clients and internal teams, focusing on telecoms, VoIP, and network systems.
Role type
2nd Line Support Engineer (Telecoms)
Builds
Resolved incidents and optimized system performance for telecom clients
Domain
Telecoms / VoIP / IT Support
Deliverable
client delivery
Required skills
troubleshooting, VoIP systems, Microsoft products, basic networking, incident management, root cause analysis, knowledge sharing
Preferred skills
Wildix, Zoom, Five9, Microsoft Teams, Webex, 3CX, Avaya, Cisco CCNA, Microsoft Certifications, CompTIA Network+, ITIL Foundation
Technologies
Wildix, Zoom, Five9, Microsoft Teams, Webex, 3CX, Avaya, Cisco
Responsibilities
Manage escalated tickets, troubleshoot software configuration and network issues, work with vendors, log detailed notes, contribute to root cause analysis, provide guidance to 1st Line Support, support business-critical escalations, offer technical advice on system optimization
Seniority
Mid-level, hands-on IC
