VoIP Technical Support – Barcelona (Hybrid)

✨ Meaningful human contact makes life magic!

Enreach is a company that adds value to its customers and believes in the professional growth of individuals.

Currently, we are in full growth, expanding our expert team consisting of specialists in development, cloud, and real-time voice and video communication. Specifically, for our offices located in the central area of Barcelona, we are looking for a VoIP Technical Support.

The mission for this position is to provide a service of the highest quality in resolving incidents reported by Enreach customers.

HOW?

Being part of the Operations team and reporting to the Area Director, your main responsibilities will include:

  • Resolving technical incidents following our quality standards and SLAs.
  • Performing direct interventions with our clients in incident resolution.
  • Developing proposals for operational improvements in the department to increase customer satisfaction. 
  • Providing second/third-level support to manage complex issues and requests. 
  • Being the technical reference of the support team. 
  • Demonstrating a high customer orientation. 
  • Conducting analysis and resolution of complex incidents. 

WHAT DO WE EXPECT OF YOU?

  • Minimum of 5 years of experience in the described functions, holding positions in the resolution of VoIP or network technical incidents. 
  • Education in Engineering, Computer Engineering, Telecommunications, or a similar field. 
  • Experience in:
    • Knowledge or experience in SIP, Asterisk, and WebRTC.
    • Tools for analysis and monitoring (Nagios, CheckMK, Grafana).
    • Firewalls, VPNs, traffic shaping, and VLANs.
    • Design and administration of Networks.
    • Working with MySQL databases.
  • Experience with fault location and analysis in a VoIP environment.
  • Enthusiasm, curiosity, and the ability to work independently, take on responsibilities, and be proactive.

Additionally, we will especially value if you bring:

  • Certification in ITILv4.
  • Knowledge of SAN/iSCSI storage networks.
  • Knowledge of Public Cloud solutions (AWS, Google Cloud, or Azure).
  • Experience working in a team, with a high organizational capacity, customer orientation, communication skills, and problem-solving abilities.
  • Intermediate level of English.

WHAT CAN YOU EXPECT FROM ENREACH?

  • A team that works wonders, empowers, and values its members through innovation and continuous improvement to grow together 💪📈.
  • A stable project, with a permanent contract and customized compensation through restaurant vouchers, transportation, daycare, and health insurance 🚑👪🚈.
  • Monday to Thursday schedule from 9:30 am to 7:00 pm (1-hour break) and intensive Fridays (9:00 am to 3:00 pm) 😄.
  • Embracing a hybrid organizational model that combines work-life balance facilitated by remote work and in-person collaboration, fostering team cohesion 🏡.
  • Holacracy: an organizational form where authority and decision-making are distributed horizontally, and each person is responsible for self-managing their work to achieve common goals 🚀⭕️.
  • Central and modern offices, bright, without walls or offices separating different roles or departments. 
  • A spacious office with a relaxation area, arcade machine, coffee, tea, and fruit available every day ☕️ 🍏 👾.
  • A tailored career plan, with focused training in your areas of improvement and specialized courses in products and services. You will also have access to online technology courses. You choose what, when, and how to train! 🎓.
  • Activities throughout the year: team building, coaching, and much more! An example? Our Challenge day! A day each month dedicated to solving a real need as a team through research and consensus among all 💭.

Are you ready to join the challenge of creating magic through contact? 🚀 

    WE ARE WAITING FOR YOU!