Technical Support Specialist (Telephony)

TL;DR

Technical Support Specialist (Telephony): Providing support and resolving issues for internal users of the VoIP system with an accent on investigating incidents, analyzing technical malfunctions, and updating the knowledge base. Focus on diagnosing network problems and working with VoIP monitoring systems.

Location: Remote or office-based within Russia.

Компания

Ostrovok creates products for travelers, travel agents, and hoteliers worldwide.

Что делать

• Handle and respond to internal user requests regarding the VoIP system.
• Investigate non-standard incidents and issues.
• Analyze and localize technical malfunctions, and either fix them or escalate them to developers.
• Conduct manual functional testing.
• Update the knowledge base by writing instructions and guides.
• Analyze requests to identify trends and problems.

Требования

• Experience working in technical support teams (preferably in a product company).
• Ability to process information from various sources.
• Skills in diagnosing network problems: understanding the basics of IP networks, working with VPN, and experience with monitoring systems (Zabbix, Grafana).
• Experience with VoIP equipment or softphones (Zoiper, MicroSIP, Bria, etc.).
• Knowledge of VoIP monitoring systems (e.g., Voipmonitor).
• English: B1 (intermediate) level.

Хорошо, если есть

• Experience with JIRA.

Культура и преимущества

• Interesting projects to create products for travelers, travel agents, and hoteliers around the world.
• Flexible working hours and location.
• Technical community that conducts meetups, hackathons, and participates in conferences.
• Professional development support for conference presentations.
• Medical insurance and discounts.
• Internal adaptation and training programs.
• Partial compensation for external training and conferences.
• English language classes and discounts.
• Corporate prices for hotels and other travel services.