Responsibilities:
- Advanced level research of critical technical issues.
- Support all Contivio Products and Services.
- Solves problems quickly and automates processes.
- Utilize knowledge of the customer environment delivering timely and high-quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.
- Monitors help desk ticket queues and resolves VoIP-related tickets.
- Manage cases and sub-cases ensuring timely and high-quality communication with customers and resolution of all issues
- Follow through on customer commitments with courtesy and a sense of ownership
- Working with the Senior Network Engineer you will engineer and design enterprise VoIP networks utilizing the Contivio Cloud Platform.
- Work directly with the Network Operation Center and Product/System Operations to resolve complex technical escalations
- In partnership with team leads, establish a holistic technical communications strategy, and subsequent roadmap, combining voice, chat, SMS, email, and other communication tools.
- Stays updated on technology changes or problems
- Assist with the design and implementation of feature requests/integrations Plan, design, install, troubleshoot, repair, and maintain the Contivio cloud solution
Communications Engineering Bachelor Degree (a must)English / International high school graduate or equivalent English Fluency (a must)2-3 years experience in troubleshooting network equipment (a must)Experience in networks (IP and Telco), data, access, firewalls, NAT, and QoS.Experience in using network tools such as ping, traceroute, and Wireshark.Experience in computer systems administration including Windows, Mac, and Linux Hands-on knowledge of routing and switching3-4 years experience implementing and supporting contact center or office telephony solutions including IVR, ACD, PBX, etc.3-4 years experience in Voice over IP (SIP)Hands-on knowledge of network protocols including SIP, RTP, STUN, HTTP, and TCP/IPProven customer support experienceStrong analytical and problem-solving skillsEnthusiastic with proven ability to work with minimal supervision and efficient time management skillsDocumentation and communication skillsInterpersonal & relationship building skillsAbility to work on rotating shifts, including night shifts and weekends (a must)