Technical Support Engineers• Be on the front line resolving technical issues and working with our global support team to provide industry-leading “Follow-The-Sun” service and support.
• Provide our customer’s Level 1 support teams with assistance in problem resolution.
• A dynamic work environment and training to develop your skills, including technical training in North America, on the BroadSoft platform.
Primary Responsibilities:
• Provide answers and solutions for our growing customer base about the BroadSoft VoIP Software Application platform.
• Collaborate with both customer Level 1 support and other BroadSoft Technical Assistance Centers in Australia, Northern Ireland, and / or North America to reach successful resolution for all customer inquiries.
• Ensure that all client questions and concerns are addressed and responded to in a timely fashion with regards to our team goals and customer SLAs (Service Level Agreements).
• Provide guidance to customers, unfamiliar with the BroadSoft product, and go above and beyond to ensure that they have all the necessary information for successful product operation.
• Provide customer assistance using telephone, e-mail, and our on-line ticketing system.
• Provide occasional evening, weekend, and night duty to provide 24x7 support on a rotation basis.
• The position supports world-class Telcos with sometimes demanding and urgent needs.
• Will interface with customers, partners and collaborate with technical teams within the company to determine reasons for system faults and to understand methods of restoration and resolution.
• Other duties as required.
Skills and Educational Requirements:
• Telecommunications and IP networking background, preferably in troubleshooting and technical support.
• Exceptional customer service skills and focus on customer satisfaction and quality service.
• A commitment to the highest ethical business standards.
• The ability to speak English fluently and have excellent written communication skills to effectively communicate with worldwide customers.
Education:
• BS degree or equivalent telecommunication and networking experience.
Knowledge:
• VoIP systems experience, with knowledge of some the following protocols: SIP, MGCP, RTP, TLS, SMTP, SNMP, Security and encryption techniques.
• Linux or Sun Solaris administration experience with exposure to some the following: Apache, DNS, Tomcat, MySQL, Java, C++, and PERL.
Skills:
• A good understanding of the MS Windows XP and Vista.
• Understanding of windows DLLs and the Outlook/IE plug-in architecture.
• Experience in client/server architecture.
• Technical support trouble-shooting skills a must; including interpreting customer network infrastructure to understand TCP/IP traffic flows to/from client pc and BroadSoft servers; reproducing a problem scenario, while capturing TCP/IP packet flows, and then documenting/attaching files for engineering analysis; collection of specific data points including client application logs, server application logs, ethereal packet captures, screen shots, monitoring of windows registry.
• Exceptional customer service skills and focus on customer satisfaction and quality service.
• Excellent problem solving skills.
• The ability to speak English fluently and have excellent written communication skills to effectively communicate with worldwide customers.
Experience:
• 2-4 years work experience in Technical Support or an equivalent engineering role.
• Telecommunications and IP networking background, preferably in technical support.
• Familiar with Session Border Controllers, Network Address Translation, Call Detail Record collection, IP gateways, and PSTN interfaces.
Attributes:
• A commitment to the highest ethical business standards.
• The ability to judge situations rationally and objectively, taking into account the necessary facts, information, and company procedures. Determine severity and follow priorities. Consider risks and viable alternatives. Know when to escalate for help.
• Ability and desire to take ownership of support issues and reach successful resolution with customers.
• Ability to work independently and promote the company's product lines.
• Enjoy working in a team-oriented environment and excel as a team player.
• Quick learner with a demonstrated willingness to acquire the knowledge necessary to be successful on the job. Adaptable and flexible regarding assignments.
Working Conditions:
• Occasional travel.
• Occasional international travel for training, company events, and teambuilding.
• Evening and weekend work on a rotation basis.
• On-call (24/7) on a rotation basis.
**Fluency in languages other than English is an asset
Please send a detailed CV, with current salary details, including "Technical Support Engineers" in the subject field to Mark.McBride@diamondit.com or telephone 02890 55 80 82 to discuss this opportunity further. Diamond IT are acting as an employment agency on behalf of this client.