IT Support Engineer

Qualifications:

Basic knowledge of networks required!
Fresh graduates and 4 course students (preferably in Radio engineering, electronics and telecommunications, Infocommunication technologies and communication systems)
Strong written and verbal communication skills
English - B2/C1
Problem-solving abilities
Team collaboration
Ability to quickly grasp new concepts and technologies

In this role, you’ll:

Provide expert level support for our clients on complex problem resolution.
Troubleshoot SIP call flows, call quality, network problems and portal features, including peering providers and upstream SIP Carriers.
Collaborate with other teams and escalate sophisticated problems where a course of action is not immediately obvious by maintaining full ownership of the issue, ensuring the customer is fully informed until the resolution.
Handle customer support inquiries via ticketing system and email.
Maintain and develop a support knowledge base by documenting support processes, procedures, and templates.

In this role, you’ll:

Develop a deep understanding of our product and various operational strategies to enhance client efficiency.
Participate in training sessions and online presentations for clients, primarily in English.
Provide customer support through messaging platforms, analyze reported issues, and direct them to the appropriate departments.