VoIP Support L1

GENERAL DESCRIPTION OF POSITION 

Please note: this is an on-site position based in Managua, Nicaragua. Only Nicaraguan applicants will be accepted 

Crexendo Inc. is a full-service cloud solutions provider that delivers critical voice and data technology infrastructure services to the start-up, SMB, and small enterprise markets. Its team is comprised of industry-leading engineering, sales, marketing, and support professionals who combine left-brain logic with right-brain creativity to design, build, and deliver world-class cloud services that drive business productivity.  

 

ESSENTIAL DUTIES AND RESPONSIBILITIES  

• Customer Service oriented. 
• General Support for the platform Manager Portal. 
• General Support for the platform Admin UI. 
• Phone provisioning troubleshooting. 
• Troubleshoot all priority-level tickets and escalate accordingly. 
• Troubleshoot QoS Issues. 
• Troubleshoot recordings/legal intercepts from the platform. 
• Assists customers in implementing solutions.  
• Performs ongoing activities to maintain and enhance overall system performance. 
• Analyze system performance and manage system resources. 
• Troubleshooting of real-time VoIP software, IP / WAN Protocol stacks, and Linux server issues.  
• Perform server/cluster installation and system audits. 
• Perform installation and configuration of paid services. 
• Provide 24x7 weekly on-call rotation. 
• Handle tickets based on response times according to our client’s SLA.

REQUIREMENTS  

• Bachelor’s degree in computer science or telecommunications Engineering or a related subject (or working towards), or an equivalent combination of education and work experience. 
• 1 year of experience working with LINUX (Ideally). 
• Working knowledge of basic networking skills such as switching, routing, IP addressing, etc. 
• Certain years of experience in the field or a related area, depending on their level of assistance. (Ex. Telephony or voice-related services SIP IDEAL) 
• Experience with telephony or voice-related services (SIP is A plus). 
• Manage, Operate, and support distributed MySQL databases IS A PLUS.  
• Decent understanding of Networking in a TCP/IP and SIP environment. 
• Availability to provide 24x7x365 operations, including rotating on-call support. 
• Ability to work from Home when approved. 

QUALIFICATIONS  

• Ability to communicate clearly and effectively in English. 
• ​Customer-focused with a dedication to customer satisfaction. 
• Self-starter and willingness/ability to learn quickly in a fast-paced environment. 
• Excellent interpersonal, oral, and written communication skills in English. 
• Team-oriented, self-starter, able to operate with minimal supervision.