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Level 3 Customer Support

We have a need for a Network and VoIP support engineer with at least three to four years of routing and switching experience and preferably one to two years of IP telephony experience.  An Associates or Bachelors degree in Engineering or Computer Science and/or Cisco Networking certifications preferred.  The ideal candidate will have strong IP Networking skills, excellent communication skills and enjoys being part of a high powered team.  In addition to trouble-shooting escalated network and voice issues, duties will also include assistance in network maintenance activities, working with high end customer accounts, designing and supporting complex customer networks and working with core networking technologies such as OSPF, BGP, MPLS, EIGRP, SIP, RTP, MGCP, VPN, RSTP/STP.

Responsibilities

  • Interact with customers by phone, e-mail or on-line chat.
  • Responsible for closing ticket escalation from level one support, but based on company needs, may also be expected to take inbound support calls via the queue.
  • Perform add/change/delete requests in state of the art Hosted VoIP PBX platforms – BroadSoft & Cisco Call Manager as well as Carrier Class Private Network.
  • Provision and troubleshoot IP phones (CISCO, Polycom, Linksys and others).
  • Troubleshoot complex WAN and LAN issues, managed firewalls (Cisco), customer premises router and switch configurations (Cisco, Adtran, Edgemarc).
  • Perform packet captures and SIP call traces and analyze output.
  • Provide an exceptional client experience.

 

Requirements

  • Minimum of three to four years of routing and switching experience and minimum of one to two years of IP telephony experience.
  • Minimum of four years customer service related experience.
  • CCNA, CCVP, CCNP, CCDP, or CCIE certification preferred.  Relevant LAN or WAN networking and TCP/IP experience may be substituted.
  • Experience with BroadSoft VoIP soft switch platform preferred.
  • Preferred experience in a 99.999% uptime carrier or large enterprise environment.
  • Ability to work weekends and/or off hours as necessary to meet clients’ needs or assist Engineering in network maintenance activities.
  • A positive customer service attitude and willingness to provide exceptional service.
  • Detail oriented.

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