About the project
Currently, we are looking for a Level 2 Technical Operations Specialist for our key client. This role focuses on handling escalations beyond frontline support, ensuring efficient resolution of moderately complex issues related to SIP/VoIP services. The specialist will work closely with Level 1 and Level 3 teams, act as a knowledge resource, and contribute to continuous service and process improvements.
The company is recognized for doing telecoms differently — transparent, tech-focused, and customer-driven. As part of a small, sharp team, the successful candidate will have the opportunity to contribute meaningfully, learn from experienced peers, and grow technical skills without being lost in corporate layers.
Your duties
As a L2 Technical Operations Specialist, you will be responsible for:
- Manage escalated technical support tickets from Level 1, including SIP registration, call failures, and common VoIP issues.
- Use internal tools, logs, and portals to identify root causes, propose solutions, and communicate effectively with customers.
- Document recurring or systemic problems and escalate unresolved issues to Level 3 with clear supporting details.
- Act as a knowledge resource and mentor for Level 1 team members, supporting their growth and improving team effectiveness.
- Identify gaps in documentation or support processes and contribute to their improvement.
- Monitor active incidents, alerts, and trends to highlight emerging problems and support proactive issue resolution.
- Contribute to service reports, post-incident reviews, and continuous improvement activities.
- Support operational tasks, such as testing, process audits, or workflow documentation, when required.
- Participate in the on-call rota to provide responsive support outside standard business hours, coordinating with vendors or partners when needed.
Requirements
- 2+ years of experience in technical support, service desk, NOC, or telecoms operations.
- Strong understanding of SIP call flows, error codes, registration issues, and endpoint setup.
- Ability to use Linux CLI for basic tasks such as retrieving logs or checking system info.
- Familiarity with monitoring tools and SIP trace viewers (e.g., sngrep, Homer, SIP3).
- Good knowledge of NAT traversal, firewall basics, and common VoIP pitfalls.
- Experience supporting B2B or wholesale VoIP customers.
- Skilled in using helpdesk and collaboration tools such as Zendesk, Jira, Confluence, and Wireshark.
- Knowledge of CRM or ticketing systems and operational processes.
- Proactive, structured, and confident approach to troubleshooting and problem resolution
- English language Upper Intermediate (B2) is a must
Nice to have:
- Experience supporting B2B or wholesale VoIP customers.
- Knowledge of NAT traversal, firewall basics, and common VoIP pitfalls.
- Exposure to CRM or ticketing systems (e.g. Jira, Zendesk).
- Interest in learning more about telecoms compliance, number management, or fraud detection.
About team up
At Team Up, we empower top professionals to build remote careers with international companies, all while working from their homelands. Since 2020, we've connected over 500 talents with global companies, creating opportunities that bridge borders and fuel local growth. What began as a partnership between Georgia and Germany has now expanded to 7 countries, driven by a shared vision of connection, growth, and a better future for work.
Benefits and perks of remote career with Team Up
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