Description

You will provide frontline technical assistance to customer IT staff for contact center software solutions, owning incidents from initial report through resolution.

This role is on-site.

Responsibilities

• Own assigned incidents from initial report through resolution, ensuring progress meets SLA targets.
• Perform root cause analysis using logs, traces, and packet captures to prevent issue recurrence.
• Analyze network and technical diagrams to diagnose and resolve complex problems.
• Document software, design, and reliability issues for internal engineering teams.
• Create and update knowledge base articles using Knowledge Centered Service (KCS) methodology.

Required Skills

• 5+ years of technical support experience.
• Strong understanding of TCP/IP, HTTP, HTTPS, and DNS.
• Experience with FTP, SFTP, and SMTP protocols.
• Knowledge of RTP, UDP, and VPNs.
• Ability to analyze logs, traces, and packet captures for troubleshooting.
• Proficiency in reading and interpreting network diagrams.
• Strong verbal and written communication skills for B2B interactions.

Preferred Skills

• Degree in any field.

Key Skills

Education

Any Graduate