We are looking for an experienced Technical Support Engineer who will be the primary liaison between the customer base and all other internal contacts. The ideal candidate for this position is a team player who is an experienced support provider with an established track record of providing high-quality support to meet customer requirements. The support engineer should be able to work in a fast-paced environment and be able to prioritize.
Responsibilities:
• Working with the customer to troubleshoot complex hardware/software issues.
• Serve as the customer advocate for timely resolution of issues. Reproduce problems in lab and escalate if necessary.
• Accurately record customer issues and document resolutions.
• Participate in QA, testing and documentation review.
• Analyze process, procedures, and products for Root Cause Analysis.
• Support Engineers will be required to be on-call on a rotating basis throughout the year
• MS/BS in Electronics Engineering/Computer Science.
• 3+ years of direct technical working experience in Unified Communications and Collaboration, with an emphasis on Microsoft TEAMS, Skype for Business and Office365 applications including Hybrid deployments.
• Basic understanding of Microsoft Active Directory Domain and Certificate services and IIS.
• Provide technical subject-matter expertise in one or more areas of the Microsoft voice services to optimize and improve the end-user experience.
• AWS and Microsoft Azure certification a plus.
• Knowledge of Session Border Controllers (SBCs), Media Gateways and IP Phones a plus.
• Understanding of VoIP/IP Telephony and various signaling protocols such as SIP and H.323 etc.
- Proven ability in a technical support field - Strong ability to understand customer technical issues.
-Solid customer service orientation and a passion for excellence.
-Knowledge of working with Wireshark.