Are you a problem-solver with a strong background in telecommunications and Linux systems? Join our dynamic support team as a Junior System Administrator and be the essential first point of contact for customers seeking technical assistance. In this role, you will be responsible for system monitoring, adhering to strict SLAs, and efficiently troubleshooting VoIP and network issues while documenting every step of the resolution process.

Key Responsibilities:

• Serve as the initial point of contact for customers seeking technical assistance via phone, email, or chat. Adhere to company SLAs in response times to incoming requests.
• Monitor systems for faults, errors, and general health of our customers’ equipment, our own core equipment, and ancillary services.
• Provide excellent customer service by actively listening to customers, understanding their concerns, and effectively troubleshooting technical issues
• Document all customer interactions, including problem description, troubleshooting steps, and resolution, in a clear and concise manner
• Escalate complex issues to the Support Team Leader or higher support teams, ensuring timely and accurate handoff to facilitate issue resolution
• Triage systems and issues based on severity, visibility, and customer status
• Collaborate with internal teams to identify and implement process improvements that enhance customer support experiences
• Stay up-to-date with product knowledge and industry trends to effectively address customer inquiries and provide accurate solutions
• Be able to create a document using Wiki as training or reference materials
• Other duties as assigned from time to time.

Qualifications:

1. Experience in telecommunications is a requirement
2. Familiarity with VoIP, Linux systems, the Linux command line, and Wireshark is required, and hardware components are preferred.
3. Knowledge of the OSI (Open Systems Interconnection) model, demonstrating an understanding of its layers and how they interact in network communications and architecture.
4. Minimum 2 years of experience in a technical support role
5. High-Level English Communication Skill is a must – both written and verbal
6. Strong problem-solving skills with a keen attention to detail
7. Ability to work under pressure and adapt to shifting priorities in a dynamic work environment
8. Patience, empathy, and the ability to maintain composure while handling difficult customer interactions
9. A team player with integrity: No attendance issues and trustworthy.
10. Responsible for completing tasks given with less supervision
11. All team members are required to fill in an end-of-shift report without exception
12. All candidates will be required to pass the Sangoma FreePBX Essentials course no later than 30 days from the start of employment, and as a condition of further employment.

Equipment and Workspace Requirements

To ensure optimal performance and reliability, candidates must meet the following technical and environmental specifications:

• Computing Hardware: A reliable desktop or laptop running Windows 10 or newer, equipped with a minimum of an Intel i5 / AMD Ryzen 5 processor and 8GB of RAM.
• Internet Connection: A dedicated Fibre optic connection is mandatory, providing a minimum speed of 20 Mbps synchronous (upload and download) and a latency below 250 milliseconds. Wi-Fi and LTE connections are strictly prohibited.
• Workspace: A quiet, dedicated professional workspace is required.
• Peripherals: Must possess a high-quality noise-cancelling USB headset and a second monitor for enhanced workflow efficiency.
• Power Reliability: Must have a reliable backup power source to maintain

Working hours (Changed if needed)

• Monday to Friday, 9:00 AM – 6:00 PM (Eastern Standard Time)
  • 2 small 15-minute breaks per shift
  • 1 Lunch break of 1 hour per shift

Compensation: Competitive salary based on experience and qualifications.

To apply, and demonstrate your commitment to a sustained role with the company, please forward your CV/résumé to jobs@graymatternetworks.com.