Yaseen Begg

• Troubleshoot for voice quality/call drops (voip monitor)
• Troubleshooting and change requests on quintum, farsouth, Porta
• Ensure customers are updated within 30 minutes once ticket is logged
• Setting up sip accounts on mainly yeahlinks and gigasets
• Remote and telephonic support on hosted voip devices
• Assisting on site technicians remotely to ensure resolution
• Basic changes on vitual pbx (verto supreme)

• Router setup on mainly mikrotiks hap lite (pppoe set ups)
• Firewall setup on mikrotik
• Monitoring and reporting fibre/wireless links
• Monitoring and reporting MPLS sites
• Monitoring for packet loss/latency
• Basic IP routing such as BGP
• Basic knowledge on TCP/IP, DNS and DHCP
• Assisting Tier 1 with urgent escalations

• Responding to customer inquiries:
  Answering questions via email, live chat, phone calls, or social media regarding Snappic features, usage, billing, and technical issues.
  
• Troubleshooting technical problems:
  Diagnosing and resolving issues customers encounter while using the Snappic platform, such as product display errors, integration problems, or user access issues.
  
• Providing product demonstrations:
  Guiding new users through the Snappic platform, explaining its features and benefits to help them set up and utilize the service effectively.
  
• Account management:
  Assisting customers with managing their Snappic accounts, including updating settings, modifying product feeds, and managing user permissions

• Design, plan, and implement voice solutions based on customer requirements
• Troubleshoot complex voice issues and provide solutions
• Conduct network performance analysis and optimization
• Develop and maintain network documentation and diagrams
• Collaborate with other teams to deliver integrated solutions
• Manage and coordinate the work of junior engineers
• Stay up-to-date with the latest technologies and industry trends