Technical Support Engineer – Unified Communication

Techunting (Buenos Aires, Argentina) Publicado hace 18 días
Full-time

We are looking for an experienced Technical Support Engineer who will be the primary liaison between the customer base and all other internal contacts. The ideal candidate for this position is a team player who is an experienced support provider with an established track record of providing high-quality support to meet customer requirements. The support engineer should be able to work in a fast-paced environment and be able to prioritize.


Responsibilities:

• Working with the customer to troubleshoot complex hardware/software issues.

• Serve as the customer advocate for timely resolution of issues. Reproduce problems in lab and escalate if necessary.

• Accurately record customer issues and document resolutions.

• Participate in QA, testing and documentation review.

• Analyze process, procedures, and products for Root Cause Analysis.

• Support Engineers will be required to be on-call on a rotating basis throughout the year

Requirements:

• MS/BS in Electronics Engineering/Computer Science.

• 3+ years of direct technical working experience in Unified Communications and Collaboration, with an emphasis on Microsoft TEAMS, Skype for Business and Office365 applications including Hybrid deployments.

• Basic understanding of Microsoft Active Directory Domain and Certificate services and IIS.

• Provide technical subject-matter expertise in one or more areas of the Microsoft voice services to optimize and improve the end-user experience.

• AWS and Microsoft Azure certification a plus.

• Knowledge of Session Border Controllers (SBCs), Media Gateways and IP Phones a plus.

• Understanding of VoIP/IP Telephony and various signaling protocols such as SIP and H.323 etc.

- Proven ability in a technical support field - Strong ability to understand customer technical issues.

-Solid customer service orientation and a passion for excellence.

-Knowledge of working with Wireshark.