Escalation Engineer  

Responsibilities

• 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.

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.
• 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.