Salary
75-80K
Location
Somerset, NJ, United States
Posted on
Oct 28, 2016
Profile
Position Summary
The candidate should have a record of providing high quality support to meet customer requirements. The Engineer must have an understanding of the support complexities of the products and environments being supported, as well as an understanding of the support process and its requirements. The Engineer is the primary liaison between the customer base and all other internal contacts; should have prior experience working with sales, technical resources, operations, and partners.
Reports to
: Manager of Technical Support
Travel
: 10% US
Location
: New Jersey
Responsibilities
Provide technical assistance with respect to customer issues and concerns from issue to follow-up and resolution.
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 for customers demonstrating API
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
Participate in QA testing
; develop test suites and documentation review.
Qualifications
Education:
MS/BS in Computer Science or Electrical Engineering -
required
3 to 5 years direct technical working experience in Telecom or Data Communications
, with an emphasis on voice applications -
required
Solid understanding
of VoIP/ IP Telephony
and various signaling protocols such as SIP and H.323,
etc. -
required
Experience with ISDN, PRI/BRI,
T1/E1 configuration and analog/digital signaling protocols.
–
required
Knowledge of Session Border Controllers (SBCs), Multiservice Access Routers and Media Gateways. –
required
Willing to participate in 24x7 On-call Pager duties for afterhours support on rotation basis. -
required
Experience in technical support field and customer support with the ability to strongly understand customer technical issues. -
required
Excellent diagnostic, troubleshooting and problems solving skills. –
required
Experience working with Microsoft Lync – a plus
Microsoft (MCSE) Communication certification - a plus.
Knowledge of Digital PBX's. (i.e. Nortel Meridian, Avaya, Siemens). –
a plus
Experience working with contact center products. - a plus
Knowledge of Visual Basic. - a plus
Hardware experience with Analog & Digital Circuits. - a plus
Familiarity with DSP technology. - a plus
Company Overview:
A leading company in VOIP technology and a premier provider of voice solutions is
currently seeking a talented engineer
to join their growing Professional Services Team. This company strongly believes that the most effective technical staff is one that has both the breadth and depth of knowledge that allows them to partner more closely and more effectively with those clients requiring high quality, top performing voice solutions.
Vania Justiniano
Castle Consulting
Company info
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