Technical Support Engineer Alianza
Alianza is the leading provider of a hosted voice platform which enables broadband operators to deploy highly
scalable VoIP services bundled with their broadband offerings. Alianza offers both residential and business-class
features to their service providers. If you want to be part of a team that will change wireless voice, come join us. For
more information, visit www.alianza.com.
EXPERIENCE & KNOWLEDGE
? Working knowledge of Wireshark
? CCNA/Net+ or equivalent experience
? Understanding of OSI Model
? VoIP and Telecom knowledge/experience (especially SIP)
? Strong knowledge of Internet protocols and networking basics
? Proficiency in Microsoft Office Suite (Word, Excel, Outlook, etc.)
? 2 years experience with Technical Support/Customer Interaction or Network Administration
? Experience provisioning SIP trunks with PBXs a plus
KEY ATTRIBUTES AND ABILITIES REQUIRED
? Excellent organizational and time management skills
? Ability to work under time constraints while multi-tasking
? Excellent problem solving skills
? Developed customer service skills
? Extremely detail oriented
? Ability to work independently with minimal supervision
? Excellent verbal and written communication skills
? Strong listening and comprehension skills
? Spanish (or another language) a plus
KEY DUTIES AND RESPONSIBILITIES:
? Escalation point for sophisticated client support staff regarding end-user issues of a highly technical and
non-routine nature to help trouble-shoot, validate, solve, or further escalate those issues.
? Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues within
accepted service levels. This includes ownership of the data entered into the HelpDesk system and
appropriately updating both client and appropriate Alianza employees of status of all issues on a timely
? Become a subject matter expert on all products/services in order to provide consultative support and training
? Provide excellent client management inclusive of excellent communications, responsive follow through, and
advocacy for client issues within internal departments.
? Collaborate extensively with peers, Product Development, and Account Managers to resolve client issues
while actively contributing to a growing knowledge network that improves the effectiveness of our team and
the information available to our clients.
? Proactively Analyze client needs regarding Alianza solutions and provide appropriate feedback within
? Thoroughly test new products/services to insure integrity and that Alianza has the highest possible up-time
? Certify new SIP devices and gateways to work properly with the Alianza system and meet high quality
? Aid in creating/reviewing selected documentation and training materials.
? Perform other tasks as outlined by management.
||335 South 560 West |
Lindon, UT 84042