Voice Specialist

Beanfield Technologies Inc.•Toronto, ON

1d•CA$25 - CA$29•Hybrid

About The Position

Reporting to the Commercial Technical Support Manager, the Tier 2 Voice Support Specialist will serve as the 1st level escalation contact point for the Tier 2 support team. Your responsibilities will also include handling escalated technical issues for customers primarily on our voice service along with the regular product line of connectivity services.

Requirements

Bachelor’s degree in a related field or equivalent experience.
Proven experience in customer support or technical support, preferably in the telecommunications or IT industry.
Proven experience in VoIP, Internet, and related troubleshooting methodologies.
Troubleshooting proficiency in the following product lines:
Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical customers.
Exceptional problem-solving skills and the ability to handle complex technical issues with patience and professionalism.
Must be able to support the following portfolio line of products; Broadworks & Webex, Microsoft Teams Calling, Microsoft Teams Calling (SIP, Enhanced SIP , and Peer SIP Trunking, SMB / Base Building Voice Services / Residential Voice Services, Enterprise ISDN PRI, Trader link Ringdown / HOOTS, Trader link Turret, Akixi Call Reporting, Dubber Call Recording, Intermedia Cloud Contact Center, Legacy Platforms
The concept of the OSI (Open Systems Interconnection) reference model for how applications communicate over a network, Routed protocols such as TCP/IP version 4 and version 6 as well as an understanding of CIDR address allocation, Layer 2 switching.
Conceptual understanding of hosted voice network service delivery
IP allocation mechanisms such as DHCP, static assignments, and subnetting
DNS/RDNS
Candidates must be legally eligible to work in Canada, as we are unable to sponsor employment visas.

Nice To Haves

Understanding of GPON is an asset.

Responsibilities

Handle voice tickets as assigned by our system, Team leads or Managers
Handle escalated tickets for voice customers. (VIP or more involved designs)
Responding to customer emails and participating in troubleshooting calls as needed.
Train and mentor TSR on high level VoIP information to improve first tier engagement.
Support of DWDM, Dark Fibre, Private lines, Internet, Metro Wave, DDoS, Voice over IP
Troubleshoot customer-facing network infrastructures such as Cisco IOS/XR/XE, Junos, GPON
Troubleshoot and identify customer LAN issues, including WIFI configuration and general support during remote troubleshooting.
Identify trends and usage patterns for the purpose of identifying network events that may require escalation.
Direct customer escalations to the appropriate product teams
Assist Tier 1 Technical Support Reps and other departments as needed on voice related issues
Maintain current knowledge of industry trends, concepts, practices, and procedures and potential impact on business.
Provide occasional off-hours support as required.
Additional duties as assigned to you by the manager.