Job Description
We are currently seeking aNetwork Engineerto join our team at ZIWO - KSA Team.
About ZIWO:
ZIWOis an Omni-channel Cloud Contact Center Software (CCAAS) offering seamless communication solutions for businesses worldwide, encompassing Phone, WhatsApp, and SMS interactions. With ready-made plugins for most CRMs and an open API architecture, ZIWO facilitates integration with any application, ensuring flexibility and ease of use.
ZIWOconnects users across 145 countries, including the GCC, enabling instant expansion into new markets.
Technical/Interpersonal Competencies:
- Knowledge of Object-Oriented Programming (OOP)
- Outstanding customer-service skills and a dedication to the customer’s experience.
- Basic knowledge of Free-switch / Asterisk
- Network troubleshooting, Firewalls and VPNs working knowledge.
- Hands-on Experience with Low Code Automation Tools.
Responsibilities:
- Troubleshooting application issues, identifying root causes, and implementing fixes
- Manage incidents and tracking issues (support tickets & follow up)
- Provide technical support and respond to customers, including end-users, requests remotely and on-site support
- Work under tight deadlines and respond to dynamic technical challenges
- Identifying & resolving network and voice issues, optimizing network performance through tuning and capacity planning
- Troubleshooting network issues, identifying root causes, and implementing solutions.
- Implementing backup solutions for network devices and configurations
- Flexible working hours to provide timely and accurate support
- Basic knowledge of Freeswitch / Asterisk
Qualifications:
- Proficiency in routing protocols, subnetting, and IP addressing
- Deploying and configuring routers, switches, firewalls, etc
- Mandatory knowledge of Routing Protocols, Layer 2 and Layer 3 Protocols
- Setting up VLANs, VPNs, NAT, DHCP, DNS, and other protocols
- Analyzing packet captures with Wireshark and tcpdump
- Troubleshooting and optimizing network traffic and performance
- Experience in handling network incidents, performing root cause analysis, and implementing corrective actions
- Hands-on Experience with Linux OS
- Sound knowledge of wireless and security tools
- Resolve issues tiers of support have escalated by troubleshooting cloud and local infrastructure
- Hands-on Experience with providing technical support to customers via phone or email and collaborating with teams
- Excellence English communication skills
- Good knowledge of using Mac OS along with Windows OS
- A solid understanding of VOIP systems is a plus.
We believe in equal opportunities for all talents, fostering a professional environment where diversity is celebrated and valued. Join our team where everyone is empowered to thrive and contribute their unique perspectives.
