Technical Support Specialist (VOIP)

Company Description TP Group, formerly known as Teleperformance, is a global leader in digital business services with nearly 47 years of industry experience. The company has evolved to meet the demands of the AI era, focusing on modern, intelligent, and empathetic solutions for clients and their customers. TP combines advanced technology with human-centered support to deliver seamless, reliable experiences across channels. The organization is committed to innovation, professional growth, and building future-proof careers for its team members. Joining TP means working in a dynamic environment that values adaptability, excellence, and customer-centricity.

Qualifications

We are looking for an experienced Senior Technical Support Engineer with strong troubleshooting skills and deep technical expertise in networking and communication systems. The ideal candidate will be responsible for diagnosing complex technical issues, supporting VoIP and IP telephony environments, and delivering high-quality technical support to customers and internal teams.

Key Responsibilities

• Provide advanced technical support and troubleshooting for network and system issues across multiple domains.
• Diagnose and resolve issues related to connectivity, routing, switching, and network security.
• Support and troubleshoot VoIP, SIP, and IP Telephony systems.
• Perform remote troubleshooting for Internet services and customer devices such as NAS, IoT, and smart devices.
• Design, evaluate, and support enterprise and residential Wi-Fi networks.
• Handle customer queries efficiently through email, chat, and phone support.
• Analyze system logs and troubleshoot issues in Linux-based environments.
• Document technical issues, solutions, and best practices for knowledge base and continuous improvement.
• Collaborate with cross-functional teams to identify recurring issues and implement preventive measures.
• Provide guidance and technical assistance to junior support engineers when required.

Required Skills and Expertise

• Strong knowledge of VoIP technologies, including SIP and IP Telephony.
• Experience working with Linux operating systems and troubleshooting server/network issues.
• Solid understanding of networking concepts such as TCP/IP, routing, switching, DNS, DHCP, and NAT.
• Experience with remote troubleshooting tools and monitoring systems.
• Knowledge of Wi-Fi network design and troubleshooting.
• Ability to analyze logs and diagnose complex technical problems.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience).
• 4+ years of experience in technical support, networking, or VoIP environments.
• Certifications such as CCNA, Linux+, VoIP-related certifications, or similar are a plus.
• Strong verbal and written communication skills.

Preferred Skills

• Experience supporting enterprise networking environments.
• Knowledge of cloud-based communication platforms.
• Familiarity with network monitoring and ticketing systems.