Level 2 Technical Support at Flexi-Personnel

Key Responsibilities:

Troubleshooting & Support:

• Provide Level 2 support for telephony systems, including diagnosing and resolving issues related to PBX, VoIP, SIP, and analog/digital lines.
• Handle escalations from Level 1 support and work towards resolution within defined SLAs.
• Perform root cause analysis for recurring issues and implement preventive measures.

Configuration & Maintenance:

• Configure, maintain, and support telephony infrastructure, including IP phones, softphones, call recording systems, and other telephony-related hardware/software.

Implementation & Installation:

• Participate in the configuration and implementation of SIP Trunks & SIP domains.
• Collaborate with vendors and internal teams during project deployments.

Monitoring & Reporting:

• Monitor telephony system performance and availability, proactively identifying potential issues.
• Generate reports on system performance, call quality, and usage metrics.

Documentation & Training:

• Maintain accurate documentation of SIP configurations, changes, and troubleshooting procedures.
• Provide training and guidance to Level 1 support teams on SIP & telephony-related issues.

 Qualifications:

Experience:

• 3+ years of experience in telephony support or a similar role.
• Hands-on experience with VoIP systems (e.g., Cisco Unified Communications, Avaya, Mitel, or similar platforms).
• Familiarity with PBX systems, SIP protocols, and telephony hardware.
• Bachelor’s degree in IT or related course.

Certifications (Preferred):

• Cisco CCNA Collaboration, Avaya Certified Support Specialist, or other relevant telephony certifications.

 Skills & Competencies:

• Strong understanding of telephony protocols (SIP, RTP, H.323) and networking concepts (TCP/IP, VLANs, QoS).
• Experience with telephony monitoring and troubleshooting tools (e.g., Wireshark, SolarWinds VoIP & Network Quality Manager).
• Excellent problem-solving skills and ability to work under pressure.
• Strong communication skills to effectively collaborate with internal teams and external vendors.
• Ability to work independently and manage multiple tasks simultaneously.

Additional Requirements:

• Availability for on-call support or after-hours work as needed.