Technical Support Consultant (Level 3 VoIP Support)

Technical Support Consultant (Level 3 VoIP Support)

Job Description:
Dataphone is seeking a Technical Support Consultant to provide high-level customer support to our US-based clients. This role requires expertise in Level 3 VoIP support, networking, and troubleshooting using Wireshark/PCAP. The ideal candidate will handle complex technical issues, analyze network traffic, and ensure seamless VoIP communication.

Key Responsibilities:

• Provide remote technical troubleshooting and Level 3 VoIP support.
• Analyze and diagnose VoIP-related network issues using Wireshark/PCAP captures.
• Handle and resolve customer inquiries via calls and emails.
• Manage and process support tickets efficiently.
• Assist customers with software installations, training, and troubleshooting.
• Collaborate with the Product Development team to escalate and resolve technical issues.
• Diagnose and resolve hardware, software, and network faults.
• Offer guidance and solutions to customers to ensure effective issue resolution.

Requirements:

• Strong networking knowledge (TCP/IP, SIP, RTP, NAT, Firewalls).
• Experience with VoIP troubleshooting (SIP Trunking, PBX, QoS, Jitter, Latency).
• Proficiency in Wireshark and PCAP analysis for network and VoIP issue diagnosis.
• Prior experience in Level 3 VoIP support or technical support.
• Good spoken English communication skills.
• Strong analytical and problem-solving abilities.
• Knowledge of VoIP protocols and configurations is a must.

Location: Office No. 506, Tai Roshan Trade Centre, Bahadurabad, Karachi
Job Type: Full-Time, On-Site
Shift Timings: 6 PM - 3 AM Pakistan Time (US Business Hours) (Monday-Friday)

Job Type: Full-time

Pay: Rs150,000.00 - Rs250,000.00 per month

Application Question(s):

• Can you manage working from 5 pm - 2 am Pakistan Time onsite?

Work Location: In person