Description

You will maintain service availability and performance for all CX products through proactive monitoring and reactive troubleshooting.

Responsibilities

• Troubleshoot cloud systems and network platform issues from a server-side perspective.
• Perform routine health checks and respond to alarms, alerts, or abnormal behaviors detected through monitoring.
• Validate and test all CX products and platforms to ensure stability.
• Collaborate with internal R&D and product teams to stay current on new product updates and assist with escalated troubleshooting.
• Create, review, and update technical documentation and knowledge base resources.
• Operate within a 24x7x365 environment to provide continuous network and platform status communication.

Required Skills

• 5+ years of experience in a technical or support role within telecommunications, data networks, or application server environments.
• Deep understanding of network topologies and Windows server-client environments.
• Practical knowledge of SIP and telecommunications environments.
• Proficiency in packet analysis and packet capture utilities.
• Hands-on experience with Windows server environments for server and software management.
• Strong ability to create and maintain technical documentation.
• Working knowledge of TCP/IP, EIGRP, BGP, and OSPF.
• Experience with VoIP, SaaS, .NET, and SQL.
• Degree in Computer Science, Information Technology, or equivalent work experience.

Preferred Skills

• Experience with VoIP implementation, SIP endpoint configuration, and troubleshooting telephony challenges.
• Knowledge of firewalls, BMC, and applications driven by Microsoft technologies.
• Expertise with VoIP Gateways, SS7 Controllers, and soft switches.
• Familiarity with telecom circuits ranging from DS-0 through OC-12.
• ITIL Foundation certification and experience within an ITIL organization.

Key Skills

Education

Any Graduate