Level 2 Voice and Data Engineer (WFH)

This is a remote position. About Us We are a global company with a footprint in AU, NZ, USA, UK and the Philippines, providing offshore professional staffing solutions for small and medium-sized businesses across various industries, with a focus on Insurance, Home Loans, Financial Planning, Contact Centers, Banking, and Accounting. We seamlessly integrate offshore teams into businesses, helping them boost profitability, productivity, and customer focus. We specialize in delivering tailored solutions that meet the unique needs of our clients. Our approach is deeply rooted in fostering meaningful relationships and driving value for our partners. As a Level 2 Voice and Data Engineer , you will be instrumental in providing advanced technical support and expertise in voice and data technologies. You will be responsible for troubleshooting, maintaining, and optimizing our clients' communication systems, ensuring seamless and secure operations. Key Responsibilities

• Technical Support: Provide Level 2 support for voice and data issues, including troubleshooting and resolving complex technical problems.
• System Maintenance: Perform regular maintenance, updates, and backups of voice and data systems to ensure optimal performance and security.
• Client Interaction: Communicate effectively with clients to understand their needs, provide solutions, and offer training and guidance as necessary.
• Incident Management: Manage and resolve incidents and service requests in a timely manner, ensuring compliance with service level agreements (SLAs).
• Documentation: Maintain accurate and up-to-date documentation of systems, processes, and troubleshooting steps.
• Collaboration: Work closely with other team members and departments to ensure cohesive and efficient service delivery.
• Continuous Improvement: Identify areas for improvement and implement best practices to enhance service quality and efficiency.
• From Time to time, you may have overflow call handling of basic IT Support as required

Requirements

• Experience: Minimum of 3-5 years of experience in a similar role, with a strong background in voice and data technologies.
• Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
• Certifications: Relevant certifications such as CCNA, CCNP, MS Teams Voice or equivalent are highly desirable.
• Technical Skills: Proficiency in VoIP, SIP, MPLS, VPN, Call Routing, Voice and other voice and data protocols and technologies.
• Problem-Solving: Strong analytical and problem-solving skills with the ability to work under pressure
• Communication: Excellent verbal and written communication skills, with a focus on customer service

Benefits

• Competitive Compensation Package: An attractive salary and comprehensive benefits aligned with market standards.

• Work-Life Balance Support: Paid time off, wellness programs, and initiatives designed to enhance employees' work-life balance and personal productivity.

• Career Growth and Development: Opportunities for training and development to help employees advance their skills and grow within the company.

• Supportive Leadership: A collaborative environment with leaders who provide guidance, mentorship, and recognition to empower employees in their roles