L2 Engineer

SUMMARY:

As a Tier 2 support, you shall be responsible for providing technical assistance across several phone servers in cloud. You are expected to work with the team and clients directly towards the resolution of escalated support issues.

PRIMARY DUTIES:

• Ensure front-line customer satisfaction by dealing professionally and effectively with all internal and external customers/clients
• Responsible for answering support requests (via phone, and ticket,) diagnosing customer issues by asking probing questions to hone in on issues and executing the most logical fix. This includes providing verbal instructions to customers at a level of detail commensurate with the customer’s knowledge and experience; follow up re: status of incidents/requests accurately and timely.
• Accurately record and document details (including categorization/priority) and time details of customer interaction via Zendesk
• Work with Engineers and other techs to ensure systems be able to work efficiently.
• Escalate support issues to vendors when needed
• Perform proactive maintenance on client systems

COMPENTENCY:

• Have basic understanding on IP communication protocols and services used by modern phone systems (Voip, SIP, etc.)
• Strong knowledge in Linux and server maintenance such as OS patching and server deployment in AWS.
• Good experience on bash scripts.
• Has hands on experience in Linux OS on security, network and configuration.
• At least 2 years working knowledge on AWS environment.