Escalation Engineer  

Responsibilities:

• Provide expert technical support for all CommPeak services such as VoIP, DID and PBX (24/7/365 environment)
• Responsible for investigating, analyzing, troubleshooting and resolving escalated incidents and requests from end users
• Primarily responsible for reactive and proactive monitoring and responding to all business and infrastructure events, alarms and alerts
• Primary point of contact of third party service providers who will be contacted for interconnections, issues, outages and troubleshooting
• Oversee general or global issues and ensure awareness among all relevant departments and key stakeholders
• Train and mentor other team members

Requirements:

• 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
• Strong understanding of packet analysis and packet capture utilities
• Ability to execute responsibilities with a high sense of urgency and a willingness to drive issues forward within established processes
• Excellent professional written and verbal communication skills
• Willing to work in a Hybrid work set-up
• Amenable to work in shifting schedules

What We Offer:

• Learning Culture - access to Online Learning Management System
• Hybrid work set up with company-provided equipment
• Internet allowance
• Private health insurance plus 1 dependent
• Reimbursable medicine and psychiatric/psychological consultations
• Monthly employee engagement activity
• Regular Incentives