VOIP Technical Support Engineer
- Job Reference:
- Date Posted:
- 23 October 2014
- £30,000 to £40,000
- Engineering, I.T.
- Job Type:
- Work Hours:
- Full Time
- Jim Walsh
Technical Support Engineer - VOIP / SIP / IP Networks to join a customer support team in a busy and varied, key role in SE1 (Vauxhall)
The ideal candidate will have a strong VOIP / SIP / IP technical background, managing distributed IP devices as well as a passion for surpassing customer expectations. Our client distinguishes themselves by offering excellent customer support backed-up by innovative technical solutions. They aim to achieve this through constant innovation, listening to their customers' requests, and building a strong team in-house.
Provide ongoing day to day customer support for all existing products (SIP trunks) and designing new solutions for specific customer needs
Assist in configuring and managing the telecoms and networking infrastructure (routers/switches/firewalls, VoIP Softswitch and SBCs)
Provide in-depth fault diagnosis for customer faults
Advise on product features and limitations / identifying workarounds
Liaising with 3rd party vendors, reporting and managing faults
Assist with provisioning of new customers and services
Be available for on-site installation of telecoms equipment.
Take ownership of key customers and products (after appropriate training)
Be available for out of hours support
Essential Characteristics and Experience
Have a telecoms background with VoIP experience .
Proven / practical knowledge of VoIP and SIP. Knowledge of SIP messaging, call flows and analysis of packet captures
Good working knowledge of IP networks and TCP/IP skills
Solid experience in customer service (excellent verbal and written communication skills required)
Knowledge and experience of IP PBX systems
Experience working with Linux command line
1:1 or 2:1 degree in Telecoms, Engineering, Computer Science etc.
Be self-starter who proactively spots opportunities and issues rather than reacting to problems
Have a "can-do" attitude and be comfortable managing competing priorities to achieve a high level of customer satisfaction
Have strong problem solving skills and good attention to detail
Experience in media gateways (Sonus, Cisco, Audio Codes etc). Preferred experience in installation, management, debugging and maintaining Sonus gateways
Experience with Cisco switches and/or routers
Experience with Microsoft Lync SIP Trunks
Experience with MySQL databases and scripting experience (Perl, Bash)