Service Desk Agent – Fixed Telephony Support (M/F)
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We are currently recruiting for one of our clients a Service Desk Agent Fixed Telephony Support .

Your mission

The VoIP Tech Support Engineer is in charge of assisting end users in setting up or troubleshooting VoIP installations and equipment :

  • Telephony environment setup IMACD;
  • Maintain and administer the VoIP system (Voicemail, Hotlines, Voice Recording, Phone Directory, Number allocation, etc.);
  • First level support for VoIP equipment;
  • Phone number Skype for Business (Create, delete, check);
  • License clean-up and periodic checks (old users, broken phones, etc.);
  • Special Bank holidays message configuration (TTS);
  • Audio Conference configuration (via Alcatel MTW);
  • Newcomer setup and training support (email);
  • Incident and service request handling;
  • Log all requests and follow-up actions in the appropriate tools;
  • Initial assessment of incidents (software and Hardware) and resolution in accordance with procedure;
  • Diagnose, prioritize and escalate unresolved cases to support / technical team;
  • Keep users informed on incident status and progress;
  • Identify and escalate major incidents to management;
  • Keep the CMDB up-to-date;
  • Draft and maintain documentation, How To’s and knowledge base articles for telephony relat-ed topics.
  • Your profile

  • You speak fluently English and French, any other language is an asset
  • You have knowledge of VoIP telephony environments
  • You have understanding of VoIP related protocols
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