Jun 14, 2018

Tech Support Engineer

  • FPSJobs
  • San Antonio, TX, USA
Full time Information Technology

Job Description

San Antonio , TX , United States 

Tech Support Engineer with experience in the telecommunications / data communications field to provide direct technical support to internal and external customers and partners. The Tech Support Engineer will use knowledge-based tools and works with colleagues to resolve complex technical issues. Work across organizations to solve complex issues and follow reported problems through to their resolution. In addition the Tech Support Engineers may be assigned special projects including: documentation review beta participation product demos and presenting technical forums. • Provide direct technical support to internal and external customers and partners
• Work with our case management tools providing case monitoring status updates documentation notification and customer communication
• Must achieve a thorough understanding of product architecture technical components and application functionality
• Participate in product design and technical reviews related to new features or enhancements providing product support and implementation feedback
• Communicate to team members and management any factors affecting quality and/or service levels
• Attend training and complete self-study to acquire maintain and increase knowledge as it pertains to job skill requirements
• Work as a team member at all levels within the technical support group to bring expert knowledge related to the product or its application or in the product support capacity as required
• Document internal and external customer and partner interactions and resolutions in the existing knowledge based system
• Use knowledge based tools to diagnose and resolve product technical issues for customers within predefined SLA timeframes
• Minimum of 4 years in technical support position or similar engineering background in telecommunications / data communications. Additional skills should include:
• Strong knowledge of VoIP Telephony, Cisco Call Manager, Cisco Unity voicemail and Cisco Meeting Place
• Strong understanding of WAN technologies such as MPLS
• Knowledge of SIP and H.323 protocols
• Experience in Cisco Gateway and Gatekeeper configurations and administration
• Strong knowledge of Cisco IOS Cisco gateways 
• Experience with voice carrier networks
• Experience with large scale call center environments
• Strong problem solving and analytic skills to isolate problems, recommend solutions and implementation of solutions
• Voice experience within e-commerce or financial services industry.
• 5+ years' experience in Cisco voice/data communications
• Cisco CCNA, CCVA, CCVP certifications a plus• Experience working directly with customers in a high-tech service-related position and dealing directly with large Enterprise Internet organizations

• EDUCATION: Bachelors degree or equivalent experience in Architecture Engineering Computer Science MIS or related field

• JOB DURATION: This job is full time.



Information Technology

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