Hunter's Hub Inc. Technical Support Representative

Hunter's Hub Inc.

HK$3.4-4.1K[月薪]

现场办公 - 巴石1-3 年經驗本科全職

Provide Tier 2/3 support for VoIP, SIP, WebRTC, and other UCaaS-related issues.
Troubleshoot network-related problems affecting call quality (jitter, latency, packet loss, etc.).
Use tools like Wireshark for deep-dive packet analysis and RCA.
Monitor service alerts and incidents via dashboards and monitoring tools.
Work closely with product and engineering teams to escalate software-related issues.
Guide customers in network configuration for optimized UCaaS performance (firewalls, QoS, NAT traversal).
Assist in customer onboarding and UCaaS platform configuration.
Maintain and update technical documentation and knowledge base articles.
Participate in on-call rotations and scheduled maintenance when needed.

Bachelor’s degree in IT, Computer Science, Networking, or equivalent work experience.
At least 1 year of experience in technical support or network operations, ideally in VoIP or UCaaS environments.
Proficient in networking fundamentals: TCP/IP, DNS, DHCP, NAT, VPN, VLANs, SIP, RTP.
Hands-on experience with packet analysis tools (e.g., Wireshark).
Familiarity with platforms like Zoom Phone, RingCentral, MS Teams, WebEx, or similar.
Strong communication skills with the ability to simplify complex technical concepts.
Comfortable supporting Windows, macOS, Android, and iOS platforms.