Eisar Ahmed
@eisarahmed
L1/L2 application & technical support engineer specializing in VoIP/UCaaS.
IndiaWhat I'm looking for
I’m an Application & Technical Support Engineer with 1.5+ years of experience supporting SaaS and cloud-based communication platforms for global clients. I’ve built a strong background in VoIP/UCaaS support, incident management, network troubleshooting, and client communication—delivering high CSAT in SLA-driven environments.
In my L1/L2 support roles, I troubleshoot SIP, call flow, audio quality, and connectivity issues, and I handle PBX features like auto-attendants, hunt groups, voicemail, and call routing. I also perform device provisioning for Polycom and Yealink phones and run network-level checks (DNS, NAT, firewall, ports) to resolve VoIP performance problems, while maintaining SLA, AHT, FCR, and CSAT targets in a 24x7 operation.
Experience
Work history, roles, and key accomplishments
Delivered L1/L2 technical support for Intermedia cloud communication solutions, troubleshooting SIP, call flow, audio quality, and connectivity issues. Managed PBX feature support, phone provisioning (Polycom/Yealink), and SLA performance in a 24x7 environment.
Provided technical support for Comcast residential internet, cable, and voice services by diagnosing connectivity, device configuration, and signal-related issues. Coordinated technician dispatch and service upgrades while meeting CSAT and upsell performance targets.
Education
Degrees, certifications, and relevant coursework
Asian International University
Bachelor of Computer Applications, Computer Applications
2022 - 2025
Pursuing a Bachelor of Computer Applications (BCA) degree at Asian International University from 2022 to 2025.
Gokul Group of Institutions
Diploma in Mechanical Engineering, Mechanical Engineering
2017 - 2020
Completed a Diploma in Mechanical Engineering at Gokul Group of Institutions from 2017 to 2020.
BSEB
Higher Secondary (12th), Higher Secondary Education
2015 - 2017
Completed Higher Secondary (12th) education under BSEB from 2015 to 2017.
Bethel Mission School
Secondary (10th), Secondary Education
2013 - 2015
Completed Secondary (10th) education at Bethel Mission School from 2013 to 2015.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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