- Research and identify solutions to software and hardware issues.
- Provide prompt and accurate feedback to customers.
- Prioritize and manage several open issues at one time
- Supervise the communication support in the performance of their duties and in the general execution of the day-to-day activities
- Utilize the trouble ticketing system to reflect the status of all the pending/resolved complaints.
- Escalate unsolved problems according to the escalation procedures.
- Prepare regular reports regarding the PBX and the data network performance
- Receive inquiries from different teams regarding current or planned projects and take appropriate action to resolve problems or plan for upgrades. either via phone, email or chat, until they’ve solved a technical issue.
- Study system enhancement, integration, analysis, design, etc.).
- Takes appropriate action to resolve problems or plan for upgrades upon inquiries Received from different teams regarding current or planned projects.
- Create the necessary documentation on systems and processes.
- Manage configuration and control changes of VOIP and UC.
- Work with a team to install, upgrade and maintain VOIP and UC.
- Provide technical support and guidance, training on new systems & processes, to end users and IT staff.
- Technical Support responsibilities will include monitoring the network and all related hardware for available disc space, connectivity problems, and any other problems which arise within the network.
Bachelor’s degree in communication Engineering, Computer Science, Information Technology, or a related field.Minimum of 5 years of experience in technical support, with at least 2 years in a management role.In-depth knowledge of VoIP technologies (SIP, RTP, PBX systems) and Unified Communications platforms (Microsoft Teams, Zoom, Cisco WebEx).Strong leadership and team management skills, with a proven ability to motivate and develop a high-performing support team.Excellent problem-solving and analytical skills, with the ability to handle complex technical issues.Exceptional communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders.Experience with ticketing systems and CRM tools.Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.Certification in relevant VoIP/UC technologies is a plus (e.g., CCNA, Microsoft Certified: Teams Administrator Associate).