SUMMARY:

The candidate must have at least 1-2 years of experience in the field partnered with an understanding of VoIP telephony concepts. Experience in call centers and help desk troubleshooting is preferred. If you have a desire to deliver top notch customer support and you are 100% accountable this is the position for you to consider. This is a great opportunity for someone who is ready to take their strong telephony/ data networking skills to the next level.

DUTIES AND RESPONSIBILITIES:

  • Focus on rapid identification and resolution of TAC related customer issues.
  • Answer questions and perform initial triage on customer support tickets.
  • Troubleshoot and resolve voice and data network issues to resolution.
  • Manage, troubleshoot, and maintain enterprise level call centers.
  • Timely and effective resolution to tickets based on internal and external service level agreements.
  • Ongoing, regular updates to customers to keep them apprised of progress toward problem resolution.
  • Technical assistance for hardware, software and/or applications.
  • Providing on-site installation and other professional services as needed.
  • Participate in off hours and on call rotation.

QUALIFICATIONS:

  • Experience with Microsoft Server Platforms 2003, 2008, and 2012
  • Experience with VoIP and IP Network troubleshooting.
  • Understanding of basic network concepts such as routing and┬ásub netting, jitter, and latency
  • Understanding of LAN and WAN principals
  • Thorough understanding of VOIP protocols, PBX methodologies and functionalities, (Shoretel, Lifesize, Telstrat, Oaisys).
  • Knowledge, understanding, and practical application of basic computer systems including disk management, file systems, memory management and related concepts.
  • Excellent written and oral communication skills.
  • Ability to participate in multiple projects simultaneously and prioritize effectively.
  • Ability to handle escalations and small projects with minimal supervision.
  • Working knowledge of switch features, trunking, routing, line translations and testing. Understanding of network troubleshooting diagnostics and methodologies (ping, traceroute, etc.)
  • VMWare ESXi / vSphere installation and management.
  • Experience providing services in the VOIP, PBX and data communications fields.
  • Hands-on experience with WAN network technologies, including T1 circuits, point-to-point, and MPLS configurations.
  • Experience in a TAC/NOC/Call Center environment that requires 24x7x365 coverage (required to work rotating on-call schedule).
  • Strong understanding of SIP trunking and protocols.

TRAVEL:

  • 5% travel to customer sites

How to Apply:

  • Please email us at resumes@packetfusion.com with your resume and cover letter. The subject line should be the name of the job listing. We look forward to hearing from you!

Apply Now