Technical Support Engineer

modulus is a trusted telecom provider since 2012, that empowers businesses with seamless, boundary-free communication through our advanced network infrastructure. As tech experts, we listen to and understand our clients' needs, crafting innovative solutions that both connect and significantly enhance their business operations worldwide.

We seek a talented Technical Support Engineer to join our team.

If you have a passion for technology, excellent problem-solving skills, and a customer-oriented mindset, we would love to have you on our team at modulus SA. Join us in delivering top-notch technical support and ensuring the success of our customers.
 

Responsibilities:

• Investigate and troubleshoot technical issues reported by customers
• Provide timely, sustainable, and practical solutions to technical problems
• Interface with peer network operators to investigate and resolve day-to-day trouble tickets
• Provide engineering support for a VoIP network infrastructure, including voice routing design and configuration
• Provide pre-sales and after-sales engineering support by email and telephone
• Provide cross-training to business customers & resellers
• Drafting and maintaining technical documents (network designs, SOPs, User Guides, etc.) to improve current procedures and processes
• Serve trouble tickets and work orders for network services and voice network infrastructure devices
• Assist in testing and implementing software updates and patches
• Ability to work in shifts (09:00-17:00 & 13:00-21:00)

Benefits:

• Hybrid work model
  
• Private health and medical insurance coverage plan for you and your family
  
• Meal vouchers via Ticket Restaurant e-card
• Monthly Pass for Free Transportation via OASA
• Access to an online self-improvement and mental health platform
• A pleasant and friendly environment with great office amenities and an open space philosophy
• Collaboration with experienced colleagues who are willing to help you expand your knowledge and develop your skills
• Opportunity to be part of an innovative tech company working on cutting-edge technologies, with significant room for experimentation and research
• Excellent opportunities for career growth in our rapidly growing company

Must Have:

• Familiarity with VoIP and Networking
• Understanding of VoIP technologies & IP networking
• Ability to monitor and troubleshoot network problems or outages when they arise
• Excellent interpersonal skills and strong communication skills (both over the phone and in writing) in Greek & English language
• Strong in analytical thinking and problem-solving to investigate and troubleshoot problems and performance issues
• Excellent customer relationship skills
• A positive attitude

Good to have:

• BSc/BA in relevant field
• Understanding of TCP/IP and other LAN/WAN protocols. Good knowledge of fundamental IP routing and switching protocols and technologies (NAT, QoS)
• Proven work experience as a Customer Support Representative or similar role
• Expertise in VoIP architectures and VoIP technologies, notably Session Initiation Protocol (SIP)
• Experience with administering, configuring, and deploying hardware and software as VoIP gateways, Softswitches and/or IP PBX