Help Desk Support and Research Specialist

XConnect, A Somos Company

We work with the largest Tier 1 A2P messaging aggregators, MNOs and Carriers to solve the world’s toughest numbering and interconnect challenges.

What do we do?

XConnect provides a trusted global registry of network and subscriber information, based on privacy compliant phone number data including number portability, to optimise global communication services.

XConnect delivers carrier-grade services to operators globally, including MNOs, business messaging (A2P) hubs, aggregators, carriers and interconnect providers.

These services are used for voice and messaging routing, fraud protection and to identify and validate insights. They also support the deployment and evolution of next-generation communications, such as VoLTE and RCS. XConnect’s Number Information Services are accessed through its global distributed hybrid cloud platform using simple, secure, scalable real-time protocols and APIs

Core Responsibilities & Accountabilities:

First line Support (NOC) Engineer

·       First line customer support (part of a 24/7 team)

·       Basic trouble ticket analysis of customer problems and either resolve or escalate as appropriate

·       Monitor XConnect systems and services to ensure 100% service is maintained and raise the alarm if there is any alert

·       Provide internal and external daily reporting to senior management

·       Be available to work directly with customers looking for live assistance

·       Manage the trouble ticket queue and priorities workload effectively

·       Document and catalogue any system changes performed

·       Conduct detailed SIP log analysis

·       Interface with the Routing and Sales teams to provide quick resolutions to complaints

·       Open tickets with suppliers at fault and work with them to resolve issues

·       Interface with Engineering, Systems and Development teams to escalate customer faults and follow through for resolution

·       Primary resource for global customer notifications

·       Perform other duties of a similar nature or level

Minimum Qualifications & Skills:

·       The successful candidate will be able to look at simple and complex network environments to troubleshoot any number of problems including, but not limited to, firewall issues, Windows Active

·       Maintains cooperative working relationships with staff members; a good team player

·       Detail-oriented and organized

·       Excellent written and oral communication skills

·       Ability to take and provide direction

·       Familiar with IT Service Management concepts, practices, and procedures

·       2 years troubleshooting networks

·       Hands-on experience diagnosing and resolving TCP/IP, DNS, DHCP, and VPN issues

·       Working knowledge of Microsoft Windows, operating systems

·       Working experience in a Managed Services Provider

·       Technical support: 2 years

Preferred Qualifications & Skills (if any):

·       Technical certifications

·       Undergraduate Degree

·       Experience with Apple products and EMR systems is not required but would be helpful

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of this position.   Aspects of this job description may change at any time, with or without notice.

This job description is not intended as and does not create an employment contract.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.