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Level 2 Customer Support Technician

We have a need for a Tier Two Level VoIP and network service support engineer with at least two years IP telephony experience.  An Associates or Bachelors degree in Information Technology, Engineering or Computer Science and/or Cisco Networking certifications preferred.  The ideal candidate will have strong communication skills and enjoys being part of a team.  In addition to tier two trouble-shooting, duties will also include performing add/change/delete requests, provisioning IP phones, and configuring client and core routers and switches.


 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.
  • Provision and troubleshoot IP phones (CISCO, Polycom, Linksys and others).
  • Troubleshoot complex WAN and LAN issues, managed firewalls (Cisco), customer premise 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 two years related experience in IP Telephony network environment.
  • 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.
  • 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.

> Contact us about this position.