Tier 2 Cloud PBX voice engineer

Description

Cloud5 is the leading communications technology and services provider to customer- centric brands across the Americas. The company’s fast, reliable Internet solutions and flexible voice systems enhance the guest experience and resident satisfaction at more than 5,000 hotels, MDUs, and commercial facilities. Cloud5’s award-winning Contact Center combines innovation with skilled, highly tenured agents to deliver sales and service that add value across any channel. The company’s 24/7 Managed Services Division provides outsourced technical strategy, management and monitoring to help customers control operating costs and free up internal resources.

We are seeking Tier 2 Cloud PBX voice engineer , Remote

ROLE SUMMARY:

The Technical Support Specialist for Tier 2 Voice responds to service tickets and requests for local and remote network support to meet service level agreements. Troubleshooting and resolving hardware, software, application, network, user access, and all related issues are part of the daily routine. The Tier 2 Voice Support Specialist will interact with network services, software systems engineering, and/or applications development teams to restore service and/or identify and correct the core problem. As well as work directly with the customer to assist in troubleshooting and information gathering. We also support and guide technicians on site to resolve issues that cannot be solved remotely. Hardware, wiring, network…etc.

Ideal candidates are well versed in networking basics (mostly layers 1-3) (experience with wireless, VLAN dense environments, general routing/switching/firewalling across various platforms) with a proven ability to think logically, rationally and analytically. A focus on autonomy and self-improvement while maintaining a team-focused attitude and seeking out assistance when needed is encouraged.

PRIMARY RESPONSIBILITIES INCLUDE, but are not limited to:

• Liaise with staff, property management groups, ISP’s, and other vendors to ensure that change orders are well communicated, well thought out, and efficiently executed through to completion with minimal service disruptions for all parties
• Offer “frontline” insight to Tier 3 agents and managers to ensure best practices and SOP’s are developed or modified to achieve maximum efficiency and employee satisfaction
• Collect and aggregate data from multiple sources to effectively gather information and analyze potential problems for use in detailed issue documentation
• Perform high level and in-depth network monitoring, as well as troubleshooting and diagnosing network, hardware, and ISP issues.
• Adhere to general and property specific service level agreements (SLAs)
• Address and handle Tier 1 and outsourced/overflow support ticket escalations
• Analyze and identify larger global/system wide issues and present or escalate to Tier 3 agents for additional input and resolution
• Use advanced knowledge of networks, policies and procedures, and best practices to educate and present solutions for clients
• Deliver ongoing training and development of Tier 1 agents
• Identify support ticket trends, diagnose underlying cause, and take appropriate actions

Qualifications

REQUIRED EDUCATION AND EXPERIENCE:

• 2 years of experience providing technical support
• Dedication to performing duties in an efficient, professional, and courteous manner with a high attention to detail and accuracy
• Experience with trouble shooting and documenting network related problems
• Experience with quality assurance or desktop support
• A strong command of the English language, both verbal and written (fluency in other languages is an asset)
• Ability to learn and troubleshoot using basic logic
• Ability to work and learn independently in a remote environment

PREFERRED EXPERIENCE:

• CCENT, CCNA, CCNP, Network , etc.
• Comfort/experience with Linux based systems and basic programming/scripting skills are welcomed.
• Basic understanding of VOIP phones and environments
• Experience with Adtran/Asterisk a big plus
• Experience with SIP protocol a big plus
• Experience with Meraki/Peplink/Fortigate a big plus

It is the policy of Cloud5, as an equal opportunity/affirmative action employer, to hire the best qualified people available without regard to race, creed, color, sex, sexual orientation, marital status, age, national origin or ancestry, religion, status with regard to public assistance, order of protection status, disability, or veteran status.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance