Senior Product Support Engineer Movius Interactive Corporation
THIS JOB HAS EXPIRED GENERAL DESCRIPTION
Provide technical support for applications that depend on integration of company products into data networks with primary focus on strategic customer accounts. This includes networks both customer- supplied and company-supplied, LAN and WAN, open and closed. The focus will be on support of messaging environments, but is not limited to this alone. Typical situations to be supported are problems with company products within the context of whatever customer network is encountered. Direct or indirect modifications to networks and recommendations for changes to networks will be typical results of the support effort. In addition, participation in new product teams, product rollouts and exploration of new concepts from a practical customer installation point of view will be required.
RESPONSIBILITIES AND DUTIES
Troubleshoot and develop technical solutions related to software and setup errors for field engineers, technicians, and customers.
Create workaround procedures when standard procedures have failed and ensure issues are resolved in a timely fashion.
Escalate urgent problems requiring more in-depth knowledge to appropriate internal resources.
Participate in the activities of product teams whose products are built upon Unix or Unix-like operating systems and networks.
Train others, on-the-job, in essentials of various Unix operating systems and network concepts.
Install, configure and maintain networks in a Unix or Unix-like environment.
Participate in product reviews to influence the development and integration of Movius products and how they will integrate in customer?s data network.
Review, plan and evaluate network systems.
Provide documentation, project tracking, and management reporting.
Provide installation support to installers in the field.
Manage technical engagement with assigned strategic customers, including:
Case workload management and follow-up
Customer outage management and escalations
Manage internal escalation to Movius team members on behalf of the customer
Contribution to and attendance in weekly, monthly, quarterly operations review
Solid analytical and problem-solving abilities.
Excellent verbal and written communication skills; fluent in English.
Proficiency with MS Office Suite.
Excellent customer relationship skills.
Ability to identify and prioritize important tasks independently.
Degree of creativity and latitude is required.
Provide guidance and mentoring to less experienced employees.
EDUCATION AND EXPERIENCE
Require a Bachelors degree in a related area and/or 6-10 years of experience in the field.
Fluent in English is required.
Working experience with Linux operating systems to include system administration.
Knowledge of IP routing technology, configuration and administration.
Knowledge of IP switching technology.
Working experience with IP telephony protocols.
Knowledge of commonly used concepts, practices and procedures for network administration.
Working knowledge of common Microsoft Office programs and tools.
Working experience with SS7 including IS41 and GSM Protocols.
Familiarity with C, C++, Java, and VXML.
5 years working experience with telephony products.
3 years technical support experience.
||Johns Creek, GA |
THIS JOB HAS EXPIRED