DUTIES AND RESPONSIBILITIES

• Service Requests

• Provision telephony services for employees

• Configure PABX systems, trunks, and user features

• Install and set up desk phones and devices

• Manage conferencing, authorization codes, and system announcements

• Monitoring & Maintenance

• Perform daily health checks of Call Manager and Media Gateways

• Monitor alarms, links, trunk capacity, and license usage

• Verify IP configurations and gateway availability

• Conduct system backups and generate performance reports

• Incident Support

• Perform initial diagnostics for phone, Call Manager, gateway, and trunk issues

• Check cabling, hardware status, firmware, power supply, and connectivity

• Coordinate with service providers for trunk-related concerns

• Escalation & Coordination

• Escalate complex issues to Level 2/3 teams

• Work with customers and vendors as required

QUALIFICATIONS

Education (preferred):

• Graduate of Bachelor’s degree in IT, Engineering, or related field.

Experience:

• At least 1–3 years of experience in telephony or voice systems support.

• Experience in configuring and managing PABX systems, trunks, and desk phones.

• Hands-on experience with IP telephony systems such as Call Manager and Media Gateways.

• Experience in monitoring system performance, alarms, trunk capacity, and network connectivity.

• Experience in troubleshooting telephony, hardware, cabling, and connectivity issues.

• Experience coordinating with service providers or vendors for telecommunication services.

• Experience in incident handling, basic diagnostics, and technical support.

• Familiarity with system backups, reporting, and routine maintenance tasks.