UCaaS/CCaaS Technical Support Specialist

About the role

We are seeking a customer‑focused Technical Support Specialist to provide reliable Level 1 and Level 2 support for UCaaS/CCaaS platforms, telephony, Windows environments and related technologies. You will diagnose incidents, monitor service performance and collaborate with advanced teams and vendors to meet SLA commitments.

Key responsibilities

• Provide Level 1 and Level 2 support for cloud communications, contact‑center components (IVR, call queues, routing, reporting) and telephony systems.
• Troubleshoot SIP, VoIP, network connectivity and call‑quality issues, and support Microsoft Windows, Microsoft 365, Active Directory and Entra ID environments.
• Use remote support, monitoring and diagnostic tools, document all actions in the ticketing system and escalate when necessary.
• Participate in a rotating 24×7 on‑call schedule, ensuring punctuality and reliable coverage.

Required profile

• Experience delivering Level 1/Level 2 IT support in a telecommunications or service‑desk setting.
• Strong analytical and problem‑solving abilities with clear written and verbal communication skills.
• Dependable, punctual and able to work under pressure while maintaining professional conduct.

Required skills

• UCaaS/CCaaS platforms and contact‑center technologies.
• Telephony systems, SIP/VoIP troubleshooting and network diagnostics.
• Microsoft Windows, Microsoft 365, Active Directory and Microsoft Entra ID administration.
• PowerShell or command‑line troubleshooting, remote support tools and ticketing systems.
• Basic knowledge of ITIL service‑management practices (plus).