Voice Services Manager

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We are seeking a technically proficient and customer-focused NOC Support Engineer to join our remote team. The role involves providing first-level technical assistance for telecom services, including VoIP, TDM systems, and voice routing. You will troubleshoot service-related issues, monitor system alerts, and ensure smooth, reliable telecom operations.

Responsibilities:

• Handle and resolve customer inquiries related to telecom services like 8YY, 8XX, and 1+ voice routing.
• Monitor network alarms and escalate issues based on severity.
• Analyze and block fraudulent activity per internal policies.
• Record all support activity in a ticketing system and contribute to internal documentation.
• Collaborate with cross-functional teams to ensure service uptime and customer satisfaction.
• Stay updated on telecom technologies to enhance support effectiveness.

Requirements:

• 3–4 years’ experience in telecom or technical support.
• Understanding of VoIP/TDM systems and SIP troubleshooting (e.g., Wireshark).
• Excellent problem-solving and communication skills.
• Flexible with shift work, including nights/weekends.

Preferred:

• Familiarity with wholesale telecom and CDR analysis tools.