Technical Support Engineer - SIP
- Full Time
Technical Support - PBX / SIP
Location: West Sussex: Horley / Crawley / Horsham
Package: up to £35,000
Experience: SIP / PBX / IP Networking / VoIP
Our client is a Global Market Leader that provides carrier class VoIP platforms. This position is in the rapidly growing area of white label Cloud Unified Communications providing business class solutions (Voice, Video, Applications) through their Partners in the UK and European markets.
There is now a requirement for a Technical Support / Help Desk Engineer to join the technical team based in their West Sussex office.
This is not your typical helpdesk position as you will be exposed to the company's entire Cloud product solution.
This is a desk based role and would suit someone with a proven technical support background in a Cloud based Hosted IP Phone and/or SIP Trunking environment encompassing both SIP telephony and IP Networking skills.
If you have a technical support background on products such as Asterisk, Swyx, BroadWorks or similar SIP based IP Cloud telephony systems this would be ideal.
ISP/ASP/Telco engineering experience (or similar) and/or experience with supporting various SIP based IP PBXs would also be viewed favourably.
This responsibility will cover Third Level technical support to our Partners in the UK and EU within a Global TAC environment.
You will technically understand company's carrier class platform to deal with trouble tickets, develop solution guides for Partners and take an active technical role in deployment and support of the company's solutions.
You will clarify customer concerns and gather all necessary information to resolve the issues and troubleshoot from any aspect of the service.
It is a varied role and you will need your strong interpersonal skills to interface with other teams internally in the Global TAC, as well Sales Engineering and Accounts teams, external Vendors and SIP carrier providers to solve issues for our Tier 1 Partner's end users.
Fluent in English and French
Proven troubleshooting skills
Attention to detail
Strong written and verbal communication skills
Exceptional customer service skills and focus on customer satisfaction and quality service
Ability and desire to take ownership of customer service and support issues, and reach successful resolution with customers.
Ability to multitask, manage change and thrive in a fast paced environment
Quick learner, with a demonstrated willingness to acquire the knowledge necessary to be successful on the job.
Strong analytical skills to understand the 'why' not just the 'what' and 'how'
Strong SIP knowledge/ understanding of SIP RFCs
Strong IP networking and DSL/WAN knowledge
Understanding and experience of soft switches
Desirable Product experience in Broadsoft/Asterisk or similar Telephony Cloud technologies
PBX/IP PBX experience will be viewed favourably
Relevant technical or degree level qualifications are not essential but will be highly regarded
If you have language skills such as French or German this will be a big plus but is not essential for the role