Technical Solutions Expert

Job Description

Provide 24x7 Level 2 support for Unified Communications solutions (Microsoft, BTG) to international customers. Manage end-to-end incident resolution, perform standard and complex changes for IP Telephony, and ensure seamless service delivery.

Responsibilities

• Deliver exceptional customer experience through prompt and effective support.
• Own and manage incidents and change requests according to shift schedules.
• Ensure timely resolution of voice services issues across multivendor platforms and [Employer hidden — sign up to reveal] core voice network.
• Maintain service restoration and business continuity.
• Collaborate with higher technical support, vendors, and internal teams to resolve incidents.
• Escalate issues as needed, providing detailed fault analysis.
• Log, track, and update all incident actions, maintaining clear communication with customers.
• Keep management informed of major incidents and high-impact issues.
• Follow escalation procedures and activate chronic issue protocols when necessary.
• Continuously update technical knowledge on relevant technologies.
• Support assigned tasks and projects efficiently, contributing to team goals.

Qualifications

• Bachelor’s degree in Telecommunications, Computer Engineering, or related field.
• Certifications: Microsoft Teams, AudioCodes, Avaya ACA, CCNP Voice (preferred).
• Experience with SIP tracing, analysis, and VoIP protocols (H.323, SIP, SS7, ISDN, SBC).
• Knowledge of Microsoft Teams, Azure, and Avaya products.
• 2+ years of operational experience in voice and network support.

Skills

• Strong interpersonal and communication skills.
• Customer-focused with a proactive approach.
• Target-driven and business-oriented.
• Fast learner with excellent problem-solving skills.
• Effective time management and ability to work under pressure.
• Flexible team player with a logical and analytical mindset.

Languages

• Fluent in English (spoken and written).

Benefits

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development: training programs and upskilling/re-skilling opportunities.
• Career Growth: Internal growth and mobility opportunities within [Employer hidden — sign up to reveal].
• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs: Employee Referral Program, Change Maker Awards.

At [Employer hidden — sign up to reveal], only your skills matter. Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation. [Employer hidden — sign up to reveal] is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.