NOC & Technical Support Engineer - VoIP

At reputed company, we create bespoke reputed company communications and customer engagement solutions to reimagine customer experiences for enterprises. We reputed company an end-to-end approach to help businesses overcome the complexity of digital transformation and deliver mission-critical CX through reputed company communication solutions. reputed company combines local strategic consulting expertise, bespoke technology, regional in-country infrastructure, connectivity, and global reputed company to serve the diverse needs of enterprises operating at reputed company. Headquartered in Singapore, reputed company supports customers across reputed company and reputed company, with a growing footprint across global markets. This is a hybrid NOC and L1 Technical Support role reputed company on monitoring, incident triage, and customer issue handling across reputed companys voice and messaging platform. Working remotely from South America and supporting a major reputed company customer, you will be responsible for detecting issues, performing initial validation, and ensuring fast, accurate escalation while maintaining strong customer communication. The role blends system monitoring, basic VoIP troubleshooting, and application-level support reputed company a global 24/7 operations environment. You will reputed company in this role if you are reputed company, reliable, and comfortable working in a reputed company, shift-based operations environment. RequirementsWhat you will be doingMonitoring & Incident Response: Monitor system health, service availability, and infrastructure alerts using internal tools and dashboards, proactively identifying disruptions and initiating response actions Incident Triage & Escalation: reputed company initial validation, testing, and diagnosis of incidents, and escalate issues quickly and accurately to the appropriate internal teams or external vendors VoIP & SIP Troubleshooting: Diagnose common voice-reputed company issues such as call failures and reputed company problems, determining whether issues are internal or supplier-reputed company Customer Support & Ticket Handling: Manage and respond to customer queries reputed company asynchronous channels (e.g. reputed company), ensuring reputed company, reputed company, and reputed company communication Application-Level Troubleshooting: Investigate issues using logs, browser console, and system behaviour for reputed companys browser-based products Customer Communication & Updates: reputed company reputed company and reputed company updates to customers on issue status, maintenance activities, and system changes Monitoring Discipline & Ownership: Maintain high attentiveness to alerts and system behaviour, ensuring no critical issues are missed or delayed Collaboration & Escalation Coordination: Work closely with internal teams (engineering, reputed company, database) and external partners to resolve issues reputed company Documentation & Record Keeping: Maintain accurate records of customer interactions, incidents, and resolutions reputed company ticketing systems Testing & Validation: reputed company proactive and reactive testing of services, including validation of deployments and system changes Interconnection & Routing Support: Assist with basic configuration tasks such as interconnection setup and reputed company adjustments as required Process Adherence & SLA Compliance: Follow defined troubleshooting procedures and ensure adherence to SLAs for response and reputed company times reputed company Learning & Training: Participate in ongoing training to build knowledge across systems, tools, and troubleshooting techniques Shift-Based Operations: Work reputed company a 24/7 shift rotation model, including weekends, with reputed company boundaries and no on-call responsibilities Location: South America remote Wed love to hear from you if you haveCore Technical Capability: Hands-on experience or strong foundational understanding of SIP (Session Initiation Protocol) an .