Description
My client is looking for a "Hosted VoIP Technical Support Engineer"The role is initially a contract but should turn permanent as there is lots of work available.
They are also interested in speaking with recent graduates who have project experience.
They has been developing innovative, award?winning telecoms products for
many years. We are currently expanding our team that works in operations
support for VoIP service providers.
This is a great opportunity for a talented developer to get in at the ground floor of an exciting new area of the business. You would be working closely with engineers and clients in Canada and the US, and there is a possibility of foreign travel.
Position Overview:
* Function as a Hosted VoIP (BroadSoft) Level 1 Support Engineer
* Fielding support issues, providing assistance in problem resolution
* Work with others on the support team, while providing industry?leading service and support to our customer base, of telecoms service providers and carriers
Primary Responsibilities:
ESSENTIAL DUTIES AND RESPONSIBILITIES
* Use the companies Trouble Ticketing system, collaborate with Level 2 support
personnel to reach successful resolution for all customer issues.
* Understanding of Ethernet, TCP/IP routing, Network packet analysis tools, use, and
configurations
* Ensure that all client questions and concerns are addressed and responded to in a
timely fashion.
* Manage the phones and respond to e?mail requests for assistance.
* Provide guidance to clients unfamiliar with the BroadSoft product, and go the extra
mile to ensure that they have all necessary information for successful product operation.
* Work with development and other support specialists and engineers to reach
successful resolution to any and all customer inquiries.
* Collaborate with other Support Centers in the group to provide worldwide 24/7
coverage.
* Other duties as required
ADDITIONAL RESPONSIBILITIES
* Knowledge of relevant software computer applications and equipment
* Some knowledge of Linux/Unix
WORK COMPLEXITY
* Problem analysis and resolution of IP network problems
* Must excel in a fast paced, agile environment where critical thinking and strong
problem solving skills are required
INTER?RELATIONSHIPS
* Will interface with customers, partners and collaborate with technical teams within the
company to determine reasons for system faults and to understand methods of
restoration and resolution
MINIMUM REQUIREMENTS
* Experience in troubleshooting VoIP environments utilizing network analysis tools
* Knowledge of Wireshark and SIP signaling protocol
* Strong written and verbal communication skills
EDUCATION
* Computer Science/Electrical or Telecommunications bachelor degree or equivalent
* Work experience in the telecommunications industry, particularly with IP telephony
and Softswitch emphasis would be an advantage.
KNOWLEDGE:
* VoIP systems exposure, with knowledge of some of the following protocols (in any
combination) utilized in such systems:
o SIP, MGCP, RTP, HTTP/S. SMTP, SNMP, Security and encryption techniques, etc.
* Working knowledge of UNIX and Sun Solaris Systems
* Exposure to Some of the following:
o Linux, Java, Python and PERL
* Knowledge of Web Servers, IP Networks, and PSTN interfaces
SKILLS:
* Ability to speak English fluently
* Exceptional customer service skills and focus on customer satisfaction and quality
service
* Excellent interpersonal and communication skills
EXPERIENCE
* Minimum two (2) years work experience in Technical Support and Customer Service.
* Strong Telecommunications background, (preferably with telephony and SoftSwitch
emphasis)
ATTRIBUTES:
* Ability and desire to take ownership of customer service and support issues, and reach
successful resolution with customers.
WORKING CONDITIONS
* Occasional travel
* Occasional evening and night duty (scheduled maintenance and support on customer
site - remote access)
* On?call (24/7) on a rotation basis
PREFERRED BACKGROUND & EXPERIENCE
* Fluency in French would be an asset
Benefits:
* Competitive salary
* Flexi?time
* Access to a range of Loughborough University facilities including canteen, health club,
swimming pool, campus travel and business networking events
* Tailored training programme.
Please forward your CV to be considered for this role.