IT Support Engineer providing 1st and 2nd line on - site support for a dynamic Technical Resource Group team. Responsibilities include troubleshooting and hardware/software issue resolution.
About the role
- Wildix Support Engineer providing advanced technical support for Wildix and Puzzel systems. Role involves troubleshooting, system maintenance, and customer communication requiring VoIP experience.
Responsibilities
- Provide 1st and 2nd line technical support for Wildix and Puzzel systems, including VoIP setups, contact centre workflows, call routing, IVR, reporting, and user management
- Investigate complex incidents escalated from 1st line support, ensuring timely resolution or appropriate escalation to 3rd line/vendor support
- Perform root cause analysis and document incident resolutions and workarounds for future reference
- Develop deep, hands-on knowledge of Wildix and Puzzel systems, including configuration, administration, and integration capabilities
- Stay current with product updates, patches, and new features through vendor documentation, training sessions, and webinars
- Work towards obtaining relevant certifications in Wildix and Puzzel platforms
- Assist in ongoing support and maintenance of customer environments, monitoring systems for performance and reliability
- Carry out user administration, system configuration changes, and routine maintenance tasks
- Support upgrades, patches, and testing in collaboration with implementation and project teams
- Act as a technical point of contact for escalated support issues from internal teams and customers
- Work closely with Project Engineers and Project Managers during onboarding or change requests to ensure smooth handovers
- Communicate effectively with non-technical users to understand and resolve their issues in a clear, professional manner
- Maintain accurate and comprehensive support documentation, including knowledge base articles, troubleshooting guides, and change logs
- Log all support activities in the ticketing system with clear, professional detail
Requirements
- Experience with VoIP/telephony systems (Wildix or similar platforms preferred)
- Familiarity with cloud-based contact centre solutions (Puzzel or comparable platforms)
- Solid understanding of networking fundamentals including SIP, RTP, firewalls, NAT, and QoS
- Knowledge of CRM integrations and APIs (experience with Salesforce, Dynamics, or similar is beneficial)
- Windows and Linux troubleshooting experience
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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