Senior Customer Support Engineer

Responsibilities:

• Installing, configuring, and updating network software, as well as maintaining hardware and
• network devices.
• Collaborating with cross-functional teams to ensure successful deployment and integration of
• network solutions.
• Provide expert-level support for telephony systems, including troubleshooting complex issues,
• diagnosing problems, and resolving escalated incidents.
• Act as a point of contact for challenging technical inquiries and collaborate with other support
• teams to ensure timely resolution.
• Engage with telephony vendors and service providers to coordinate support activities, manage
• service level agreements (SLAs),
• Create and maintain documentation, including configuration guides, troubleshooting procedures,
• and best practices for telephony systems.
• Facilitate knowledge sharing within the support team and across departments to empower users
• and enhance overall system awareness.
• Lead the deployment of new telephony solutions and the integration of telephony systems with
• other enterprise applications, such as CRM (Customer Relationship Management)
• Monitor telephony system performance metrics, analyse trends, and implement optimization
• strategies to enhance call quality, reliability, and efficiency.
• Identify opportunities for system improvements, capacity planning, and infrastructure upgrades to
• meet evolving business requirements.
• Excellent troubleshooting skills, with the ability to analyse complex issues, perform root cause
• analysis, and implement effective solutions.
• ensuring the timely closure and renewal of annual maintenance contracts with existing
• customers
• Qualification Requirements:
• Bachelor's degree in Eng, information technology, or similar.
• Experience on VoIP protocols
• Experience on Avaya/Telephony products would be an added advantage.
• At least 5 years' experience as a network support engineer.
• In-depth knowledge of network infrastructure, architecture, connectivity, and security.
• Superb analytical and problem-solving skills.
• Exceptional organizational and time management skills.
• Excellent communication, interpersonal, and leadership skills, with the ability to collaborate
• effectively across multidisciplinary teams and interact with stakeholders at all levels of the
• organization.
• Willingness to travel to client locations.
• Should have worked in teams