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Vocalcom is looking for

Junior Support and Services Engineer

Engineer will be responsible for the end-to-end delivery of projects’ implementations.
Also, responsible for managing the software implementation process through phases of requirements gathering, analysis, design, build/customization, system integration, acceptance testing, production implementation, and transition to support. Throughout the life of the project, it is the responsibility of the Support and Services Engineer to coordinate all tasks, and ensure deliverables are produced as needed.
The Support and Services Engineer will be responsible for system installation and configuration, testing support, troubleshooting and issue resolution, client training, rollout support and hand-over of the system to the customer.
The role is client-facing and it requires strong technical expertise, issue management and investigation capabilities, and excellent communication skills.

Daily Job in the Organization :
o Reports to the Projects and IT Operations Manager and to the Services Manager
o System installation and configuration, testing support, troubleshooting and issue resolution, client training, rollout support and hand-over for customers in Tunisia and all over the world
o Provide regular reports on project progress, status and resource utilization to the projects department
o Demonstrate a clear understanding of the customer’s technical challenges
o Light engagement with pre-sales on pending opportunities
o Consulting on implementation and test plans for upgrades / go-lives
o Consulting on Disaster Recovery and fallback plans for upgrades / go-lives
o Managing issues during pilot phase and bridging knowledge of integration between Professional Services and Product Support
o Communicate with Developers and PM’s on delivery of software or bug fixes
o Handing over of software to Product Support in a stable state
o Problem solving with technical issues during project
o Onsite and/or remote go-live and upgrade assistance
o Support customers post Go Live. Providing L1 and L2 support and coordinating with Vocalcom L3 team for L3 tickets
o Providing support in compliance with Vocalcom’s support procedure and SLAs
o Logging and follow-up of Tickets/Defects with Shared Services or Professional Services

Key Tasks & Responsibilities:
o Build a complete library that includes all existing customers scripts & coding
o Create FAQ library when needed & train channels with the coordination of projects & sales Department
o Develop and maintain documents on architecture and configuration for our customer (Project handover documents)
o Comply with all company health & safety policies and procedures

Technical Skills:
o System Administration (Windows Servers Environments, IIS)
o SQL Administration & development
o Voice Protocols (SIP, RTP, MRCP, etc…)
o Data Networks and more importantly Voice Networks (PBXs, media gateways, etc…)
o Programming Languages (, C#, JavaScript, HTML, CSS)

Literary Skills:
o French – Spoken | Written (Fluent)
o English – Spoken | Written (Academic)

Comment postuler :
Email To: [email protected] / [email protected]

Ville : Tunis
Nom / Entreprise : VOCALCOM
Email : [email protected]
Adresse : Les Berges du Lac, Tunis, Tunisie

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