Senior Technical Support Specialist (Voice) LightEdge Solutions
Provide first-level client support and technical issue resolution via E-Mail, phone and other electronic medium.
Configuration and testing of client's equipment remotely and onsite.
Obtain comprehensive understanding of company offered services and provide training to clients in the use of those services when required.
Identify and correct or advise, on operational issues in client systems.
Perform light lifting 25-50lbs.
Participate in an On-Call rotation.
Other duties may be assigned as required.
Experience and Skills:
Strong knowledge of Technical IP Networking and Architecture. Specifically, must have an extensive understanding of the SIP and VoIP network design principles.
Thorough understanding of TCP/IP and IP routing fundamentals ad voice protocols (ISDN, SIP, MGCP, H248, H323, SS7 and RTP).
Demonstrated understanding of LAN/WAN fundamentals.
Technical experience with Enterprise IP Telephony ? Hosted PBX, Voice/Unified Messaging and Telecom switching.
Experience with VoIP call control platforms such as Broadsoft highly desirable.
Working knowledge of VoIP media gateways and call control servers. Experience with Cisco aS5300 platforms desired.
Working knowledge of Acme Packet SBC, Adtran IAD and Cisco routers.
Strong desire to learn and demonstrated ability to stay current with new technology developments.
Understanding and exposure to ITIL methodologies a plus.
Strong Linux/Unix skills required.
Experience with various premise based PBX?s preferred.
Experience with various IP based phones such as Cisco and Polycom preferred but not required.
Experience opening trouble tickets with telecom carriers a plus.
Able to work independently and efficiently to meet deadlines.
Able to promptly answer support related e-mail, phone calls and other electronic communications.
Self-motivated, detail-oriented and organized.
Experience with hardware and software issues.
Proficient in Internet related applications such as E-Mail clients, FTP clients and Web Browsers.
Excellent communication (oral and written), interpersonal, organizational, and presentation skills. Able to communicate effectively with cross-functional teams.
Typing proficiency: 40-60 wpm.
Education and/or Experience:
2+ years professional level related technical experience. A 2yr degree in telecommunications and/or CCNA (Voice) certification highly desired
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
To perform this job successfully, an individual should have or be able to gain knowledge of Contact Management systems; Database software; Internet software and Word Processing software.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.
||666 Walnut Street |
Des Moines, IA 50309