CommPeak Limited
CommPeak Limited

Escalation Engineer  

CommPeak Limited

  • Pasig, Philippines
    Pasig, Metro Manila, Philippines
    Metro Manila
  • Full timeFULL_TIME

Expired 2 days ago

Job closed.

Job Description


  • Provide 24/7/365 level 2 support services to business customers/end users via ticketing system, chat platforms, phone calls, and/or remote access
  • Perform level 2 service and change requests; ensure proper change tracking
  • Troubleshoot network and platform issues from a server-side perspective
  • Primarily responsible for monitoring all business and infrastructure events by responding to any number of alarms, alerts, or abnormal behaviors detected through reactive or proactive monitoring
  • Primary point of contact of third-party service providers who will be contacted for interconnections, issues, outages, and troubleshooting
  • Oversee different support channels within the shift to ensure all issues/requests/incidents are addressed properly
  • Oversee general or global issues and ensure awareness among all relevant team members
  • Collaborate in training and mentoring junior team members.

Minimum Qualifications


  • Experience with VoIP implementation and support, specific configuration of SIP Endpoints, and troubleshooting SIP telephony challenges.
  • 2+ years experience working in a global technical or support role within telecommunications, data network, or application server environment.
  • Demonstrated understanding of network topologies, Linux server-client environments, and telecommunication environments with a focus on SIP.
  • Understanding of packet analysis and packet capture utilities.
  • Ability to work in a fast-paced environment with dynamic priority evolution.
  • Ability to execute responsibilities with a high sense of urgency and a willingness to drive issues forward within established processes.
  • Professional was written and verbal communication skills.
  • Amenable to work on a shifting schedule.

Jobs Summary

Job Level
Associate / Supervisor
Job Category
IT and Software
Educational Requirement
Completed vocational course
Recruiter response to application
Office Address
Pasig, Metro Manila, Philippines
3 openings

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About CommPeak Limited

CommPeak, a leading call center solutions provider, makes cloud-based communication easier and more affordable, empowering people with superior quality products. Our solutions, including A-Z VoIP termination, predictive Dialer, Cloud PBX, and more, enable companies to create customized solutions based on unique business models. The CommPeak team continuously strives to bring the most innovative, user-friendly tools to the market

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