IT Technician - Telephony

TL;DR

IT Technician (Telephony): Providing 2nd level support for telephony applications and systems, managing phone lines, call flows, and testing platforms with an accent on installation, configuration, and maintenance of telephone hardware. Focus on creating technical documentation, liaising with contractors, and escalating issues for Medical Information staff.

Location: Belgrade. Supports remote working but encourages hybrid for those within short commute of offices.

Company

hirify.global provides consulting solutions in regulatory sciences, clinical research, quality & compliance, pharmacovigilance, medical information, and R&D technology for biotech, med device, and pharmaceutical organizations.

What you will do

• Install, configure, and maintain telephone hardware and systems.
• Manage setup, changes, and termination of client phone lines.
• Maintain Telephony SharePoint Global Register and call flow diagrams.
• Manage hirify.global line testing platform and create technical documentation including training materials.
• Liaise with 3rd party contractors, attend client meetings, and assist with projects.
• Serve as escalation point for 1st level technicians and support 3rd line administrators.

Requirements

• Excellent written and oral communication.
• Associate degree (2-year degree) required; B.S./B.A. in Computer Science or IT certification preferred.
• 2-4 years in IT support role with experience in Cisco, Genesys, or NiCE contact center platforms.
• CompTIA Network+ certification preferred.
• Fast learner able to prioritize cases, with strong organization, accuracy, and interpersonal skills.
• Knowledge of Disaster Recovery.

Culture & Benefits

• Commitment to diversity, equity, and inclusion with a holistic Equal Opportunity Employer approach.
• Encourages authentic self-expression, innovation, collaboration, and entrepreneurial spirit.
• Supports remote working with hybrid encouraged near offices for in-person collaboration.
• All applications personally reviewed by recruitment team without AI screening; always receive outcome.