Support Desk Engineer
Skills
Domain Name SystemFundamentalsLocal Area NetworkNetwork Monitoring ToolsService DeskService-Level AgreementsSession Initiation Protocol
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Minimum 2 years' experience in IT or telecoms support
- Strong troubleshooting experience across UC and telecoms platforms
- Familiarity with diagnostic tools such as Wireshark and network monitoring utilities
- Good understanding of VoIP call flows and SIP RTP TCP/UDP
- Knowledge of DNS DHCP VLANs QoS and LAN/WAN fundamentals
- Excellent customer communication and accurate documentation skills
Day to day
- Provide high-quality remote technical support for telecoms and unified communications systems.
- Investigate, prioritise, and resolve incidents and service requests while keeping customers informed and services restored to SLA targets.
- Carry out remote deployments, system provisioning, configuration, testing, and clear technical documentation with internal teams and suppliers.