프로젝트 소개
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.
당신의 의무
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.
요구 사항
- 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.
팀업에 대하여
Team Up에서는 최고의 전문가들이 자국에서 근무하면서도 글로벌 기업에서 원격으로 커리어를 쌓을 수 있도록 지원합니다. 2020년부터 500명이 넘는 인재를 글로벌 기업과 연결하여 국경을 넘나드는 기회를 창출하고 지역 성장을 촉진해 왔습니다. 조지아와 독일의 파트너십으로 시작된 이 파트너십은 이제 연결, 성장, 그리고 더 나은 미래라는 공동의 비전을 바탕으로 7개국으로 확대되었습니다.
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