Telecom Support Engineer

Job Title:

Job Description

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Join us and be part of this journey towards greater opportunities and brighter futures.

Resident Engineer, Global Telecom Support - L1/L2

As a Resident Engineer, you will provide 24x7 global telecom support for business-as-usual operations and critical voice components across ICDIAL and Genesys platforms. You will support work-at-home environments across multiple geographies, including NA, EMEA, and India, while helping maintain voice infrastructure performance, uptime, responsiveness, and customer satisfaction.

Responsibilities

• Provide L1 and L2 24x7 global telecom support for all assigned activities across voice infrastructure environments.
• Manage business-as-usual support for critical voice components on ICDIAL and Genesys platforms.
• Support existing accounts in work-at-home environments across multiple geographies, including NA, EMEA, and India.
• Deliver back-office and support functionality under CNX surveillance across assigned shifts.
• Handle RFS, incidents, ramp-up requests, and ramp-down requests in alignment with operational requirements.
• Perform preventive maintenance activities to help sustain voice infrastructure availability and performance.
• Monitor and support usage statistics, uptime, and response-time improvement activities.
• Coordinate with vendors as required to maintain and manage voice infrastructure.
• Complete daily, fortnightly, monthly, and quarterly activities accurately and on time.
• Support operational goals focused on maintaining 99.99% uptime, improving response time, and enhancing CSAT.
• Complete proactive checklist requirements as part of assigned shift responsibilities.
• Complete all assigned, mandatory training within the timeframe provided.
• Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports.

Qualifications

• Experience or working knowledge in L1 and/or L2 telecom support activities.
• Knowledge of voice infrastructure support and operational troubleshooting.
• Familiarity with ICDIAL and Genesys platforms.
• Ability to support 24x7 operations across global environments.
• Ability to manage incidents, RFS activities, and ramp-up/ramp-down support requests.
• Understanding of preventive maintenance, uptime tracking, usage statistics, and operational checklists.
• Ability to coordinate effectively with vendors and internal support teams.
• Strong attention to detail with the ability to complete recurring daily, fortnightly, monthly, and quarterly tasks on time.
• Commitment to service quality, uptime, responsiveness, and CSAT improvement.
• Ability to work in a work-at-home support environment across multiple geographies.

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