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)