Key Facts

Remote From:

Fixed term

Entry-level / graduate

English

Hard Skills

Linux Administration Automation Anywhere (RPA Software) Cross-Functional Collaboration System Monitoring Escalation Management Incident Management Root Cause Analysis Software Maintenance Zabbix System Integrity Help Desk Support FreeSWITCH Packet Analyzer Telecom Infrastructure Learning Development

Other Skills

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Non-Verbal Communication
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Time Management
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Customer Service
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Prioritization
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Problem Solving

Roles & Responsibilities

3+ years of Linux server administration experience
Strong troubleshooting skills in production environments
Experience working within SLA-driven support models
Ability to work independently and manage priorities effectively

Requirements:

Take over inbound support calls when the support team is unable to manage call volume and troubleshoot to resolution or appropriate escalation
Respond to and resolve operations tickets within client SLAs, with accurate documentation in ticketing systems
Monitor and respond to system alerts (Zabbix, OpsGenie), perform root cause analysis, and drive timely resolution
Maintain the continuous and healthy operation of KAZOO across all supported environments, including monitoring performance, stability, and uptime risk mitigation

Ooma, INC

Telecommunication Services

About Ooma, INC

Ooma creates new communications experiences for small businesses and consumers. Its smart SaaS platform serves as a communications hub, which offers cloud-based telephony, home security and other connected services.The Company’s business and residential communications solutions deliver its proprietary high-definition voice quality, advanced features and integration with mobile devices, at extremely competitive pricing and value.Ooma Home is a groundbreaking connected security solution including a smart video camera with facial recognition and a full range of security sensors that easily and affordably put consumers in charge of protecting their businesses and homes. Ooma is also partnering with connected device makers to create smarter offices and homes.Ooma products are available in stores, online from leading retailers and directly from www.ooma.com.

Company type: SME

Industry: Telecommunication Services

Founded: 2018

Company size: 201 - 500

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Job description

Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe advanced technology should be accessible to all.

Responsibilities:
- Call Handling
  - Take over inbound support calls when the support team is unable to manage call volume.
  - Effectively troubleshoot and manage escalated calls to resolution or appropriate escalation.
- Ticket Management
  - Respond to and resolve operations tickets within client SLAs.
  - Strive to meet or exceed SLA expectations consistently.
  - Ensure accurate documentation and communication within ticketing systems.
- Alert Management (Zabbix & OpsGenie)
  - Monitor and respond to system alerts during assigned shifts, including on-call rotations.
  - Meaningfully advance or resolve all alerts during each shift.
  - Perform root cause analysis and document findings as needed.
- Operations Request Handling
  - Promptly address escalated operations requests from Support, Engineering, and other departments.
  - Collaborate cross-functionally to ensure timely and effective resolution.
- System Operations
  - Ensure the continuous and healthy operation of KAZOO across all supported environments.
  - Monitor system performance, stability, and availability.
  - Proactively identify and mitigate risks to system uptime.
- Updates & Maintenance
  - Execute system and application updates within designated maintenance windows.
  - Validate system integrity post-maintenance and communicate outcomes appropriately.
- Documentation
  - Create documentation for new procedures.
  - Update outdated documentation to reflect current standards and processes.
  - Develop and maintain documentation for all non-standard client configurations.
- Systemization & Automation
  - Identify opportunities for improved systemization and automation.
  - Escalate automation opportunities to leadership.
  - Assist in developing automated solutions when requested.
- Continuous Education
  - Utilize available time for professional development in topics approved by management.
  - Stay current with emerging technologies and operational best practices relevant to the role.
    
    ********Work schedule is Thursday- Sunday 7am - 5pm GMT ********
    
    This position is open only to candidates currently residing in Ireland. We have a separate job post for candidates in the UK and Philippines.
    
    Qualifications:
    - 3+ years of Linux server administration experience
    - Strong troubleshooting skills in production environments
    - Experience working within SLA-driven support models
    - Ability to work independently and manage priorities effectively
    - Strong written and verbal communication skills
    - Preferred Qualifications
      - Experience administering FreeSWITCH or Kamailio
      - Experience with SIP troubleshooting and PCAP diagnostics
      - Familiarity with monitoring and alerting tools such as Zabbix and OpsGenie
      - Experience supporting VoIP or telecommunications platforms