Technical Engineer - SCB Global Ltd | New Day Jobs (Yangon, Myanmar)

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SCB Global Ltd
Remote (Asia Time Zone Permitted)

Technical Engineer

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Technical Engineer

SCB Global Ltd
Salary : Login to view salary Apply from Source
Job Type : Full-Time
Education Requirement : Bachelor Degree
Skills :
Experience : 3 to 5 years
Work Days : Monday To Friday
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Job Detail

It is essential that the ideal candidate has a minimum of 3 years’ experience in 3rd line support functions within the voice/telecoms industry and with working in Audiocodes/Ribbon BSCs, SIP/VOIP, Microsoft Teams, Asterisk PBX and general LAN/WAN networking experience. Good level of customer interaction/communication and knowledge is essential in order to provide excellent service due to some pre-sales work.

The 3rd line Support Engineer provides advanced support services to our clients across the globe on SIP and MS Teams related products provisioning and support. The role requires good knowledge and analysis of Microsoft Teams, Microsoft Azure, SIP signalling and IP communications protocols, along with knowledge of popular IP phones and cloud UC platforms.

Key Responsibilities:

• Provide 3rd line support for all customers & resellers via phone or email for MS Teams and Audiocodes/Ribbon SBC;

• Be in-house SBC expert;

• Be in-house expert in Microsoft Teams and Azure implementation and support

• Incident Management System and update ticket in a timely manner for any tickets passed on from 1st or 2nd Line support;

• Take ownership of customers & resellers problems, follow up the status of problems on their behalf and communicate progress in a timely manner;

• Following in-depth diagnosis, escalate to 3rd party supplier support where applicable;

• Provide support, training and be an escalation point for 1st/2nd line colleagues;

• Pre-sales consultancy for customer meetings

• Manage, prioritise and plan own work queue and deal with tickets within the set SLAs;

• Share technical knowledge with users and to provide basic training on systems and applications;

• Troubleshoot network issues such as switch, router & firewall issues;

• Maintain a high degree of customer service for all support queries and adhere to all service management principles;

• Proactively drive your own training from senior members of staff to bridge the knowledge gap;

• Deploy new projects and install Teams solutions for new customers

• Take proactive steps to ensure SCB systems are at optimum level

• Analyse current market trends and suggest new systems for the benefit of customers Additional Responsibilities

• From time to time help sales staff for pre-sales customer calls

• From time to time assist in rollout / deployment of the company’s Asterisk based IP telephony solution (if required); • Provide consultancy and support for internal development/project work

• Undertake any and all other reasonable and related tasks/objectives associated with this role.

• Supervise and mentor 2nd and 1st line technical staff Essential Skills

• Previous experience in Telecoms, especially in Microsoft Teams, SIP, VOIP and PBX system, Microsoft Azure certification desired

• Microsoft Teams/M365 implementation knowledge and MS700 Certification

• Microsoft Azure AZ900 Certification

• SIP Certificate • ITIL v3 Foundation Certification;

• Experience dealing with Routers, Firewalls network configuration;

• Good working knowledge of layer 2 and layer 3 networking;

• Excellent knowledge of MS Teams, Asterisk or other PBX systems

• Knowledge of Microsoft Office M365,

• Knowledge of Cloud Infrastructures;

• 5+ years' experience in a IT Support Role - providing phone, email and onsite support;

• Possess excellent communication skills;

• Be an excellent problem solver with strong analytical skills;

• Have excellent knowledge of the OSI layer

• Knowledge of Yealink, Polycom, Audiocodes and Cisco phones Desirable Skills

• Windows desktop and server (recent versions)

• CCNP

• SIP Trace, SIP Log

• Wireshark

• Experience in a hands-on role supporting and/or installing IP telephony systems;

The role is remote based.

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