Technical Support (Level 1)
Offshoring Software Engineering | Tech Staffing & Recruitment | UK | Australia | Philippines
Cloud Employee, is a UK-owned Philippines business established 8 years ago. We connect high-performing software engineer talent in the Philippines with some of the world’s leading and most innovative tech companies. Developers join to work from the Philippines as part of international engineer teams and grow their CV and skill-set.
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We pride ourselves on being supportive and cutting-edge work that continuously invests in staff development, engagement and well-being. We provide security, and career paths, along with individual training programs and mentoring.
Role Overview
- Day to day schedule would consist of answering client calls, responding to emails to help resolve client issues, either with the internet, phone service, changes to their phone system as well as configuring PBX for new clients, porting in phone numbers, and following up on previous support tickets to ensure all issues are resolved.
- Must be able to follow SOP, create support tickets, follow through if the issue is not resolved right away, and ask for help if there is a roadblock until the client issue is resolved.
- Must be able to methodically troubleshoot and have a standard on how and what to instead of randomly guessing what to do next.
- Extremely well organized & punctual.
- Must be a self-starter, out of the box thinker, problem solver.
- Be able to work under pressure, keep organized and look for solutions.
- Seek out solutions when they hit a roadblock instead of dropping the task and forgetting it.
- Answer support/general calls & Emails from end users and resolve their issue.
- Provision new phone systems, phones, port numbers.
- Manage remote installation of internet & voip service with on-site technicians.
- Be able to speak & write English fluently with little or no accent.
- Must have high speed internet with at least 10m symmetrical connection with a preferred backup in case of outage if working from home.
- Access to a working computer and a quiet place to work, noise cancelling headsets.
Candidate Requirements
- 3+ years of experience with any soft switch (Asterisk, Freepbx, FreeSwitch).
- 3+ years of experience with Networking.
- Knowledge of IP phones & provisioning such as Grandstream, Polycom, Yealink.
- Technical knowledge about networking, VoIP, how it works, capabilities, limitations, call quality testing using wireshark.
- Must be organised and ability to document how-to and common troubleshooting steps.
- Telecommunication & Internet Support experience.
- Experience with Soft switches and Cloud PBX systems.
- Experience with Networking and complete understanding.
- Troubleshooting VoIP systems for call quality, reviewing PCAP files using wireshark or VoIP Monitor.
Nice to have:
- Experience with Wireshark or VoIP Monitor for VoIP troubleshooting.
- Experience with GCP, AWS server management.
- Experience with Kazoo.
Salary, Incentive, and Benefits Packages
- Competitive Salary Package
- Benefits package include HMO, training allowance, gym or food allowance, educational assistance for dependent, and more
- An annual salary increase, as laid out in the contract
- Free food and drinks provided in the office
- Company trips
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