Hiring Profile
Question Comments
Job Title/Position :
- Technical Support for VoIP (Engineer/Sr. Engineer)
- Headcount
How many people with this profile do you need to hire? 5
Job Responsibilities :
Describe the job role and the day to day tasks involved.
Position Overview :
- A day to day schedule would consist of answering client calls, responding to emails to help resolve client issues, either with 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.
- Candidates must be able to follow SOP, create support tickets, follow through if issue is not resolved right away, and ask for help if there is a road block until client issue is resolved.
- EXTREMELY well organized
- Must be a self-starter, outside the box thinker
- 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 from end users and resolve their issue
- Provision new phone systems, phones, port numbers
- Manage remote installation of internet & VoIP service with on-site techs
- Install/maintain/upgrade software for IP cameras
Tools that must have experience in :
- Asterisk/Vicidial/GoAuto Dial
- VoIP troubleshooting
- Maintain windows server, Dialer, VoIP, FTP Server, WatchGuard, Firewall, VPN, Router & Switches, Daily Backup & Antivirus
- IP phone configuration & setup
- CentOS and general Linux operation
General Skills :
- Be able to speak & write English fluently with little or no accent
- Must have high speed internet with at least 10m connection
- Access to a working computer and a quiet place to work
KRAs/JD :
Describe the Key responsibilities area those staff must have in terms of skills and capabilities
Ideal Candidate MUST have the following :
- 3+ years of experience with VOIP, Asterisk, Vicidial,GoAuto Dial
- Experience in Installing, configuring and deployment of Asterisk, Asterisk based applications like GoAutoDial, Vicidial, IVR and FreePBX.
- Experience in Installing, configuring and deployment of Asterisk, Asterisk based applications like GoAutoDial, Vicidial, IVR and FreePBX.
- This role will suit someone with prior experience of working within Asterisk environment, particularly with experience of configuring Asterisk for new product deployment.
- Must have good trouble shooting skills in using network testing tools such as Wireshark, Tcpdump.
- Experience trouble shooting Vici Dialers and Asterisk would be useful.
- The applicant must be prepared to work outside of core hours to address emergency activity if required.
- Should also know MySQL databases and VoIP.
- Proven track record of deploying Dialers or IVR applications in an enterprise environment.
- Experience in configuring with PRI Card, PRI Gateway, Analog Gateway and PSTN is a must.
- Proficiency in the following programming languages: MySQL, PHP, Perl, AGI and Shell Scripts
- Must be organized and ability to document how-to and common troubleshooting steps.
Competencies/Personality Traits :
- Must be a self-starter, outside the box thinker
- Be able to work under pressure, keep organized and look for solutions
- Answer support/general calls from end users and resolve their issue
- Provision new phone systems, phones, port numbers
- Manage remote installation of internet & voip service with on-site techs
- Install/maintain/upgrade software for IP cameras
Prior Experience :
- Describe the prior working experience a candidate should have.
- Support Experience with Asterisk, Vicidial
- Performance Measurement
How can we measure performance for this job profile (KPIs/Metrics/Targets)
- Based on ticket counts resolved
- Based on time spent per ticket
- Responsiveness to daily tasks
- Proactive attitude
- Attendance schedule
Reporting to : To whom will the staff be reporting to? Project/Department Head
Tuesday, September 08, 2020
VoIP Engineer - Routing & Switching/Asterisk (3-6 yrs) (Sourceone Staffing Solutions)
