3rd Level Support Engineer - Contact Centres

About the role

The senior 3rd Level Support Engineer will act as a technical leader within the Contact Centre Support Desk, ensuring timely resolution of complex incidents and driving continuous improvement of support services.

Key responsibilities

• Investigate, diagnose and resolve 3rd line incidents across hardware, software, networks, servers and telecom applications.
• Provide proactive customer support via email and telephone, handling escalations and supporting integrations such as APIs, CRM systems, transcription tools and AI bots.
• Monitor system performance, perform daily health checks and respond to alerts to maintain operational excellence.
• Prepare and maintain clear documentation of problem resolutions and service‑desk processes.
• Maintain accurate ticket statuses, generate system reports and adhere to company policies.
• Mentor junior team members and stay current with industry knowledge through self‑study.

Required profile

• Minimum 3 years of 3rd line support experience.
• At least 5 years of customer service experience.
• Hands‑on experience with Linux (CentOS/Ubuntu) and network configuration.
• Proven background supporting contact‑centre environments and VoIP technologies.

Required skills

• Linux (CentOS, Ubuntu)
• Network configuration and diagnostics
• VoIP platforms (Asterisk, FreePBX, Elastix, Vicidial, QueueMetrics)
• SIP, DNS, RTP, IP‑PBX
• WAN/LAN monitoring tools (Zabbix, Grafana, VOiPmonitor)
• TCP/UDP debugging tools
• API integration