We are looking for a bilingual, experienced and self-motivated VoIP Support Engineer to join our team! Critical to this role is the ability to speak and write in English at a proficient level. The primary responsibilities of this position are to identify and resolve technical issues that interfere with the delivery of our VoIP services to our customers and to collaborate with our teams to ensure that our VoIP
technologies are deployed successfully in our customers’ varied environments. This role will participate in all team responsibilities which include architecture, support, and projects. Keys to success in this role are the ability to translate business needs into technical solutions, excellent troubleshooting skills, and effective communication with technical and non-technical persons.
Duties and Responsibilities:
Provide courteous, accurate, and timely technical support to our Hosted PBX and SIP Trunk
customers by serving as the technical resource for complex service tickets that require in-depth
troubleshooting of origination/termination and call quality issues
Troubleshoot the voice environment and system configuration on switches, routers and
firewalls, and support the range of IP phones and softphones options available to our customers
Utilize a standard ticket management system to create, research, refer, and close trouble tickets
Lead technical engagements with our Engineering, Development, and Quality Assurance groups
on new rollouts as needed
Identify and analyze problems and needs to determine the appropriate means of reducing,
eliminating, and avoiding current and future problems with our network and communications
infrastructure
Monitor services to assess need for updates, upgrades, enhancements, preventative
maintenance and new systems
Research and recommend technology to improve current systems
Participate in project-based customer implementations of our VoIP solutions, such as setting up
tenant, porting support and provisioning of phones
Skills & Requirements:
Minimum of five years of related network/IP Telephony administration and support
Expertise with network engineering
Experience supporting Asterisk and Open Source IPPBX Platforms
Strong understanding of service provider networking technologies, standards, and solutions
including but not limited to QoS, Load Balancing and Optimization techniques
Experience using network protocol analyzers such as Wireshark and virtualization experience
with VMware
Familiarity with Linux Systems Administration
Strong written and verbal communication skills
Excellent people skills with the ability to handle stressful or difficult situations
Strong analytical and problem determination / resolution skills
Ability to multi-task and prioritize support tickets
Ability to work independently and in a collaborative team environment.