Tac Engineer/Network Engineer

Role & responsibilities

Job Description L1

Mandatory Requirements

• Prior contact center experience - EMEA/NAM (handling inbound calls/chats).
• Excellent written and verbal communication skills in English.
• Basic knowledge of VoIP Setup, Basic Networking knowledge, basic experience in Windows and macOS.
• Technical Knowledge Requirements
• Moderate understanding of networking fundamentals, including:

Packet Switching

VoIP protocols (H323, SIP, RTP)

OSI Model

MAC Addressing and Subnetting

TCP/IP, DNS

• Networking tools such as Ping/Traceroute, DHCP, Telnet, Basic Routing Concepts
• Good understanding of VoIP technologies, networking, and telecommunications.
• Clear knowledge of how VoIP calls are connected and terminated
• Understanding the role of SIP in VoIP call setup and management
• Additional Competencies
• Basic knowledge of SaaS products.
• Experience conducting screen-sharing sessions to assist customers with setup
• and troubleshooting.
• Familiarity with Salesforce Service Cloud (or similar CRM systems), Knowledge
• Base systems, and Customer Portals for case management.
• Certifications in CCNA/CCNP are an added advantage