Support Engineer (VoIP & Vicidial)

Role summary:

The Support Engineer (VoIP & Vicidial) will provide first-level technical support for VoIP and Vicidial systems, ensuring smooth operations for internal teams and customers. The role requires strong communication skills in English, basic VoIP understanding, and willingness to work in rotational shifts within the Support department. 

Key responsibilities

• Provide L1 support for Vicidial and VoIP-related issues.

• Monitor dialer/VoIP systems and raise tickets or escalate issues as needed.

• Perform basic checks and coordination for call quality, connectivity, and system availability.

• Communicate with internal stakeholders and external partners in clear English, both verbal and written.

• Document incidents, resolutions, and standard procedures for recurring issues.

• Coordinate with the Support team and senior engineers for timely issue resolution. 

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