VoIP Technical Support Engineer

VoIP Technical Support Engineer

Position Overview: As a VoIP Technical Support Engineer at Vantage Unified Communications, you will serve as a versatile technical resource responsible for providing comprehensive support to our customers, partners, and internal team. This role encompasses a wide range of tasks, including (but not limited to); services provisioning, application feature/function troubleshooting, remote LAN/WAN troubleshooting, and occasional on-site implementation and technical assistance. You will play a crucial role in ensuring the seamless delivery and operation of our VoIP telecommunications services.

In addition to the position’s primary day-to-day responsibilities, the VoIP Technical Support Engineer will participate in core network and platform-wide (application) projects, working at the direction of the Director of Network and Product Operations.

Key Responsibilities:

• Serve as the primary escalation point of contact between customers, partners, external (customer) IT resources and internal support teams, including Customer support representativeness, project managers, provisioning engineers, premise support engineers, and carrier services, for the escalated tasks which you are assigned.
• Provide remote and on-site technical support/guidance for LAN/WAN implementations, router and switch configurations, firewall/security recommendations, and IP phone settings, in support of reliable VoIP services delivery and premise best practices.
• Assist customers and partners in troubleshooting network connectivity issues, ensuring efficient and reliable IP telephone connectivity, access and operation.
• Coordinate the resolution of escalated customer requests, complaints, and emergency situations, ensuring timely and satisfactory outcomes.
• Deliver technical training and guidance to internal and partner engineering and implementation personnel as needed.
• Document customer networks and services configurations, and maintain up-to-date knowledge of each customer's network design and access requirements.
• Participate in a rotating 24-hour on-call coverage schedule to provide timely support to customers.
• Perform routine end-user customer support and maintenance tasks, and user/services provisioning for new installations as activity levels dictate.
• Remain technically proficient on all aspects of the provisioning and use of the Company’s telephony and communications offering, including the MAXcore hosted communications service delivery platform, MAXcallcommand contact center, and Impromptu interactive website service platform.
• Remain technically proficient on all aspects of the Company’s supported premise network hardware, including LAN specifications for router, switches, firewall or other security appliance/application, various WAN connectivity options/configurations, failover configurations, and IP phone configurations.
• Assist the Director of Network and Product Operations in assigned tasks and projects, such as proactive and reactive core network maintenance and support, new device and application updates to production network, and far-reaching platform migration projects.

Recommended Experience and Qualifications:

• Bachelor's degree in Information Technologies, Computer Science, Electrical Engineering, or related field preferred.
• Cisco Certified Network Administrator (CCNA) certification preferred.
• Minimum of 3 years of experience in network administration, troubleshooting, and support, preferably in a VoIP or telecommunications environment.
• Proficiency in the implementation and troubleshooting of VoIP systems/services, including SIP downloads, PC software loading, and network connectivity.
• Strong understanding of LAN/WAN configurations, IP addressing, and network protocols.
• Experience with switches, routers, firewalls, and other network hardware.
• Experience with BGP configurations (add, remove, change).
• Basic Unix / Linux experience including simple tasks from the command line.
• Excellent communication skills, both verbal and written, with the ability to interact professionally with customers, partners, and internal teams.
• Excellent time management, multi-tasking, and prioritization skills.
• Proven problem-solving skills and the ability to prioritize and manage multiple tasks in a fast-paced environment.
• Willingness to travel (occasionally) on short notice for day trips and overnight assignments.

Benefits:

• Medical, Dental and Vision Insurance
• 401(k)
• Life Insurance
• Short-Term and Long-Term Disability
• Legal and ID Theft Protection
• Pet Insurance
• Accident Insurance
• Critical Illness Insurance
• Tuition Reimbursement, paid training