Job Detail

VOIP Technical Support Engineer
Job Reference:
nnltd813v
Date Posted:
23 October 2014
Location:
London
Salary:
£30,000 to £40,000
Sector:
Engineering, I.T.
Job Type:
Permanent
Work Hours:
Full Time
Contact:
Jim Walsh
Email:
careers@nanotekltd.co.uk

Job Description

Job Role:

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.

Duties:

  • 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

Technical:

  • 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.

Personal:

  • 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

Desirable Skills

  • 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)