Asterisk Support Engineer - Destiny HR Group Services

Job Summary:

We are seeking a skilled Dialer/ Asterisk (If have worked on Vicidial/ C-Zentrix/ Ozontel/ Knowlarity/ Ameyo will be an added advantage)  Support Engineer to provide technical support, troubleshooting, and maintenance for our Dialer and Telephonlinuy systems software. The ideal candidate will have hands-on experience with VoIP technologies, a deep understanding of Asterisk and Dialer configuration, strong Linux command-line skills in a CentOS environment, and experience working in virtualized setups. This role involves troubleshooting complex issues, managing system configurations, and collaborating with team members and clients to ensure optimal system performance.

Key Responsibilities:

• Support and Troubleshooting: Provide tier-1 and tier-2 technical support for Dialer systems, diagnosing and resolving issues related to call quality, connectivity, and configuration.
• System Configuration: Configure, optimize, and maintain Dialer servers, including trunk setup, dial plans, IVR, queue management, and agent settings.
• Customer Assistance: Work directly with customers to assist with setup, customization, and troubleshooting, ensuring high-quality support and customer satisfaction.
• Monitoring and Maintenance: Regularly monitor system performance, proactively identify potential issues, and implement preventive maintenance to ensure system reliability.
• Documentation and Reporting: Maintain detailed records of support requests, resolutions, and system changes; prepare technical documentation and reports as required.
• Integration Support: Assist in integrating Dialer with CRM systems, databases, and other business applications as required.
• Linux System Administration: Manage and troubleshoot Linux servers (primarily CentOS) in a command-line environment, including file permissions, package management, and system processes.
• Virtual Environment Management: Configure, deploy, and maintain virtualized Dialer servers to optimize resource utilization and ensure scalability.
• Network Coordination: Collaborate with network teams to resolve connectivity issues and optimize call routing through firewall, NAT, and SIP configurations.
• Upgrade and Patching: Assist in planning and implementing software updates and patches to ensure systems remain up-to-date and secure.
• Training and Knowledge Sharing: Provide training and knowledge sharing with internal teams and clients as needed on system usage, troubleshooting, and best practices.

Qualifications:

• Experience: 1+ years of experience with Dialers/ Asterisk or related telephony systems (If have worked on Vicidial/ C-Zentrix/ Ozontel/ Knowlarity/ Ameyo will be an added advantage).
• Linux Skills: Strong experience with Linux CLI, particularly in CentOS, including proficiency in shell scripting, system monitoring, and troubleshooting.
• Virtualization: Experience working in virtualized environments, such as KVM, VMware, or other virtual machine platforms.
• Technical Skills: Strong knowledge of VoIP protocols (SIP, RTP) and networking fundamentals (NAT, firewall rules, IP routing).
• Problem-Solving: Proven troubleshooting skills with a methodical approach to identifying and resolving issues in a live call center environment.
• Database Knowledge: Basic understanding of MySQL or other relational databases.
• Customer Focus: Excellent communication skills and a strong focus on customer service and satisfaction.
• Certifications: Certifications in Asterisk, VoIP, or Linux (e.g., dCAP, RHCSA) are preferred.

Work Environment:

• Remote Work: Primarily remote, with occasional onsite visits. 
• Communication: Regular communication via phone calls and Zoom or other virtual meeting platforms.
• Availability: May require flexible hours or on-call availability based on customer needs.

Benefits:

• Competitive salary