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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 โ 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.
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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.
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- 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.
ํ์ ์ ๋ํ์ฌ
Team Up์์๋ ์ต๊ณ ์ ์ ๋ฌธ๊ฐ๋ค์ด ์๊ตญ์์ ๊ทผ๋ฌดํ๋ฉด์๋ ๊ธ๋ก๋ฒ ๊ธฐ์ ์์ ์๊ฒฉ์ผ๋ก ์ปค๋ฆฌ์ด๋ฅผ ์์ ์ ์๋๋ก ์ง์ํฉ๋๋ค. 2020๋ ๋ถํฐ 500๋ช ์ด ๋๋ ์ธ์ฌ๋ฅผ ๊ธ๋ก๋ฒ ๊ธฐ์ ๊ณผ ์ฐ๊ฒฐํ์ฌ ๊ตญ๊ฒฝ์ ๋๋๋๋ ๊ธฐํ๋ฅผ ์ฐฝ์ถํ๊ณ ์ง์ญ ์ฑ์ฅ์ ์ด์งํด ์์ต๋๋ค. ์กฐ์ง์์ ๋ ์ผ์ ํํธ๋์ญ์ผ๋ก ์์๋ ์ด ํํธ๋์ญ์ ์ด์ ์ฐ๊ฒฐ, ์ฑ์ฅ, ๊ทธ๋ฆฌ๊ณ ๋ ๋์ ๋ฏธ๋๋ผ๋ ๊ณต๋์ ๋น์ ์ ๋ฐํ์ผ๋ก 7๊ฐ๊ตญ์ผ๋ก ํ๋๋์์ต๋๋ค.
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