The Voice Technical Support Engineer is a member of a team that designs, deploys, manages and maintains production, internal networks, voice and platforms. They will carry out various provisioning related functions and provide technical support both internally and for partners and end clients.Position Functions:Work collaboratively with technical support team and others to develop and maintain Telerain’s production and internal networks, systems and services.• Overall support, maintenance, installation and upgrade of Unified communications and collaboration system. • Administration, deployment, implementation and management of voice, video and collaboration infrastructure• Troubleshoot and resolve VoIP related issues and able to understand VoIP IT networking• Work on problems of diverse scope where analysis of situation requires evaluation and judgement• Play an active role as the second level support for client fault relating to the voice product portfolios providing break/fix and managed service activities• Configuring and provisioning of hosted telephony solutions (Call flows, Hunt Group and Users)• Play an active role in the ongoing development and maintenance of the software environment including the network management system (NMS), tools and the CRM platform.• Provide after-hours support as part of an on-call roster, which will require being ready and available to assist whilst on call and carrying a mobile phone, laptop and other tools as required• Develop and manage relationships with clients, partners and vendors• Identify the nature of incoming faults and resolve issues where possible.• Escalate any problems to the appropriate person or supplier/vendor.• Ensure adherence to Voice policies, processes and procedures.Skills and Experience:Candidate must possess at least Bachelor/College Degree, Computer Science/Information Technology or equivalent.• A minimum of 2+ years of relevant telecommunications experience• Experienced Employee specialized in IT/Computer - Network/System/Database Admin or equivalent.• Ability to understand network diagrams• Time management and complex task organization• Knowledge of SIP VoIP, Asterisk, Freeswitch, Kamailio, Opensips and IP Networking.• Wireshark skills is advantage• Linux skills is a must• Familiarity with telecom industry voice, data, and applications processes• Strong customer focus• Excellent written and verbal communications• Ability to effectively work with all levels throughout the organization• Possess a professional attitude and work ethic in addition to being well organized and efficient• Ability to deal with unforeseen situations and come up with logical solutions to these problems without outside instruction• Ability to work as part of a team
