Escalation Engineer (VoIP engineer, NOC T2)

About the Position

Escalation Engineer (VoIP engineer, NOC T2)

We are seeking an Escalation Engineer (VoIP engineer, NOC T2) with 2+ years experience in telecommunications to join our team in Ukraine or remotely. Our company makes cloud-based communication easier and more affordable, empowering people with superior quality products. Our solutions, including A-Z VoIP termination, predictive Dialer, Cloud PBX, and more, enable companies to create customized solutions based on unique business models.

Responsibilities

• 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 written and verbal communication skills.
• Amenable to work on a shifting schedule.

We Offer

• Great career growth opportunity to develop within the Company.
• Learning culture - We invest greatly in learning and developing professional and personal skills.
• Working in a truly international team on truly international and multi-regional projects.
• 20 vacation days, 15 sick leave days.
• Medical insurance from the first day + 1:1 with a psychologist.
• Corporate account on Udemy.
• English and Hebrew lessons.
• Various events.

About the Company

Our main office is located in Israel, with an additional office in the Philippines. The company's internal communication language is English. The team consists of 3 backend, 2 frontend, and 3 DevOps Engineers in Israel, and 3 frontend engineers in Ukraine.