Technical Support Engineer

Technical Support Engineer

Troubleshoot Customer IP Telephony issues, TCP/IP, VoIP, SIP, H323, Media Gateways, T-1 / E-1, SS7, PRI / BRI, T-3, DS-3, OC-3, Wireshark, Ethereal, Syslog, TFTP, BootP, SNMP


Position Summary:
The Engineer should be an experienced support provider. They should have an established record of accomplishment for providing high quality support to meet customer requirements. The FAE is expected to manage and control critical accounts. Following established processes, determine the proper course of action for customer problem resolution and provide management with status updates. The FAE is the primary liaison between the customer base and all other internal contacts. There must be a demonstrated ability to work with other people as a member of a team.

 

Duties and responsibilities:Discover, isolate and duplicate problems and develop solutions using software and hardware tools as required.Accurately record customer issues and document resolutions.Write example applications, tech bulletins and white papers for customers demonstrating and explaining products.Identify scope of work, prioritize and ensure completion in a timely fashion.Work with Engineering to incorporate changes to products initiated by customer needs.Analyze process, procedures and products for Root Cause Analysis.Identify opportunities for product improvement.Participate in QA testing; develop test suites and documentation review.Maintain a thorough understanding and broad knowledge of product information.

 

Job Requirements/ Education:AS/BS in EE/CS/NCM. 1-3 years direct technical working experience in the field of computer telephony, strong knowledge of CTI applications.Solid understanding of Windows and Linux platforms.Solid understanding of IP Telephony Gateways and various signaling protocols including SIP, H.323, etc…

· Experience with TDM signaling protocols ISDN, RBS, etc…

· Experience with C / C++

· Written & Verbal communication skills (Presentation and Public Speaking).

· Excellent documentation and organization skills.

· Proven ability in a technical support field.

§ Excellent diagnostic, troubleshooting and problems solving skills.

§ Solid customer service orientation and a passion for excellence.

· Ability to work in a fast paced environment.

·  Some travel.

· Familiar with ISO 9000.

 

 

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