VoIP Support Engineer

7 days ago

Lahore, Punjab, Pakistan RepairDesk Full time

RepairDesk is a modern repair shop management software with 40+ powerful integrations and modules. The software is customizable to meet the workflows of single-store, multi-store, and franchise repair businesses across various industry verticals. Available in 30+ languages, RepairDesk is trusted by over 3,000 businesses globally, helping them save time, manage inventory, and run profitable repair stores.

Tasks

As a VoIP Engineer, your responsibilities include determining the company's needs and monitoring the system to ensure voice communication functions correctly. To succeed, you must have knowledge of VoIP networking systems and excellent troubleshooting skills. A top-class VoIP network engineer will be able to design and deploy optimal networking systems to meet current and future needs of our customers.

Job Responsibilities:
  • Successfully onboard new customers onto our platform, providing full setup and training for optimal use and management.
  • Provide first-line support to end-users for fault fixing, maintenance, and management.
  • Collaborate with vendors (Plivo / Twilio) for Port-In requests and with cross-functional teams to ensure seamless VoIP system implementation.
  • Support the setup of 3cx accounts, and assist in the installation, configuration, and maintenance of VoIP equipment (IP Phones).
  • Train end-users on the proper use of VoIP systems (3cx portal).
  • Provide ongoing support for VoIP systems and equipment, responding to and resolving customer inquiries via phone, email, and chat.
  • Document and update technical procedures, troubleshooting guides, and knowledge base articles.
  • Participate in on-call rotations to address urgent VoIP issues outside of regular hours.
  • Implement and manage security measures to protect VoIP systems against threats.
  • Maintain accurate records of support tickets, resolutions, and system changes in CRM.
  • Monitor and analyze VoIP network performance, resolving issues to maintain optimal service quality.
Requirements
  • Bachelor's degree in information technology, computer science, or a related field.
  • Proficiency with VoIP systems (3cx) and equipment (Yealink, Panasonic, Grandstream).
  • At least 3 years of experience in client-facing roles.
  • Knowledge of VoIP systems and IP protocols.
  • Ability to work under pressure and meet tight deadlines.
  • Strong problem-solving skills and excellent communication skills in English, both written and verbal.
  • Flexibility with working patterns and good time management.
  • Knowledge of computing, networking, telecom industry, and products.
  • Experience working with international technical teams.
Benefits
  • Health Insurance (IPD) for self, spouse, and children.
  • Provident Fund.
  • Paid leaves (Casual, Medical, and Annual).
  • Subsidized lunch/dinner.
  • Maternity and paternity benefits.
  • Paid trips and tours.
  • Profit/shareholding plan for tenured employees.
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