Technical Support Engineer – VoIP/Networking

• Understanding of VoIP technologies and networking
• Experience with protocols such as: SIP, NAT, NTP, DNS, TCP (required); UDP, DHCP, FTP, MASK (nice to have)
• Proficiency in Remote Desktop tools (e.g., RDC, TeamViewer, AnyDesk)
• Familiarity with cloud platforms and Microsoft Azure Active Directory
• Hands-on experience with monitoring systems, SYSLOG, and network troubleshooting
• Prior exposure to CRM and ticketing tools like Jira, Salesforce, ServiceCloud, ServiceNow
• Comfortable using collaboration tools like Microsoft Teams, Skype for Business, SharePoint, Office 365

• Constantly monitor VoIP networks supported by both physical devices and cloud-based services
• Track and manage incoming tickets via the support queue; analyze call quality and identify any functional errors in devices or services
• Perform initial and advanced troubleshooting if tickets are not auto-resolved within 15–20 minutes
• Remotely connect to affected devices using Remote Desktop Connection or WebSocket
• Use SYSLOG to trace data packets and errors, identify the root cause of alerts, and resolve them efficiently
• Ensure SLA compliance and clear documentation of incident resolution
• Work primarily in back-office mode (90%) with occasional outbound support calls (10%)

American company CGS (Computer Generated Solutions) is one of the most important providers of business process outsourcing solutions worldwide, present since 2006 on the Romanian market. The company provides local services in 18 foreign languages, with 7 support centers in Bucharest, Brasov, Sibiu, Targu-Jiu, Miercurea-Ciuc, Constanta and Galati.

The approximately 4,000 employees of CGS Romania interact daily with clients from Romania, Germany, the UK, Spain, and other European countries, as well as the United States or Canada.

Main services offered by CGS Romania include customer care, technical support, help desk, telesales, and other outsourced services for companies active in the telecommunications, IT, banking, insurance, and retail sectors.

You will join an enthusiastic and dynamic team that will help you develop a successful career in an attractive work environment.

You will participate in training sessions and intensive training programs to improve your knowledge and perfect your accumulated skills, as well as develop new abilities.

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