Service Desk VoIP Engineer I/II

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 sub 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!

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