Technical Support Engineer (VoIP/NTR/IPC)

New York, NY 10036

Posted: 07/31/2023 Job Category: Telecom Job Number: 2745

Job Description

The Technical Support Engineer is responsible for the on-site support and maintenance of compliance recording and assurance platforms at the customer’s site. This individual will manage product related issues and outages in a timely manner and enhance the client's ability to maintain the system. In addition, this engineer will assist with projects, installations, and change management as required to support the customer’s environment and infrastructure.

  • Work directly with the customer's System Engineers to support the platform/solution infrastructure across their organization globally.
  • Create record of the case and performing remediation in accordance to the severity of the case.
  • Provide L2/L3 support as required for the technical support of the product, and utilize, engage and coordinate efforts with suppliers/other representatives as needed.
  • Assist client's administrators with questions and problems associated with the configuration, administration, and management of users in the system.
  • Document and maintain system specifications (Site Documentation) across all sites.
  • Provide and evaluate proactive Health Checks on a daily, weekly and monthly basis.
  • Perform MAC (Move/Add/Change) jobs.
  • Assist with projects, installations, and change management as required to support environment and infrastructure.
  • Perform system maintenance across all sites as required.
  • Manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues.
  • Effectively manage time and maintain regular communication and updates to both customer and management.
  • Participate in training classes or special projects as needed.
  • Other roles and responsibilities may be assigned on an as needed basis.
  • Must have a minimum of 3-5 years of proven experience working with:
    • Voice and data networks in the capacity of design, implementation or project management.
    • Microsoft operating systems, Networking, SQL, Security and VoIP technology.
  • Telephony experience and certifications – TDM, VoIP and CTI – advantage.
  • Telephony experience with most common PBX, Switch and ACD Vendors - Avaya, Fusion, IPC –advantage.
  • CTI experience with most common PBX, Switch, ACD and CTI vendors – Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, Genesys – advantage.
  • HP, MCSE, MCP certifications – advantage.
  • Certified on NTR Systems solutions – advantage.
  • Experience working in medium or large teams; must be a team player.
  • High customer service orientation.
  • Ability to properly represent brand and products in front of customers.
  • Can express themselves appropriately both verbally and in writing.
  • Copes well with conflicts and can resolve them effectively.
  • Can learn and adapt to new technology independently and quickly.
  • Can identify solutions even when not all technical information and data are available.
  • Works methodologically and follows the process.
  • Strong sense of self responsibility and accountability.
  • Ability to work independently as needed or as part of a team.
  • Works well in alignment and coordination with the customer designated team.
  • Collaborative and shares knowledge and experience.
  • Can adjust well to constantly changing environments.


Job Requirements

VoIP, NTR, IPC, Networking, Security, SQL, PBX, Switch, ACD, CTI, MCSE, MCP

Meet Your Recruiter

Brianna Grubbs
Technical Recruiter

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