AMSNET Hiring for Technical Support Engineer (VoIP & Telecommunications) Job at Livermore, CA Full Time

Job Summary/Purpose

The position is part of the support/ managed services team and requires strong communication skills to coordinate with customers and co-workers. A strong understanding of VoIP and Telecommunications, the OSI network model, manufacturer best practices and documentation skills are required.

This is a hands-on trouble-shooting opportunity for a versatile candidate to develop and work on small to large scale network system infrastructures.

Some travel to customer sites required.

Duties/Responsibilities

1. Maintains open and professional communication with customers and AMS.NET employees at all times.

2. Maintains accurate time tracking in accordance with AMS.NET procedures with regards to TAC/NOC

3. Performs adds, moves and changes to customer systems and technology

4. Generates and accurately maintains network and system documentation.

5. Supports technology for Cisco VoIP networks, data centers and communication systems

6. Supports customer VoIP systems that are under contract with AMS.NET

Daily Responsibilities: * Focus on rapid identification and resolution of customer issues. * Answer questions and perform initial triage on service cases. * Troubleshoot and resolve voice and data network issues to resolution. * Manage, troubleshoot, and maintain customer VoIP systems. * Timely and effective resolution to tickets based on internal and external service level agreements.

Skills/Qualifications

1. Hands-On Cisco VoIP System troubleshooting skills including:

· Routing

· Switching

· CUCM

· CUCM-BE

· Unity/UCNX

· OSI Model

· UCCX a plus

· WebEx

· VoIP Phones

· Call Accounting/Alert

· Paging

· Call Recording

2. Professional communication skills – both written and verbal

3. Ability to meet deadlines, work under pressure and multi-tasking

4. Ability to read and understand technical documents (safety rules, maintenance instructions and procedure manuals) and pass related examinations

5. Working knowledge of Microsoft Office Suite programs (Word, Excel, Outlook, PowerPoint)

6. Ability to quickly learn and apply evolving technologies

7. Troubleshoot, identify, correct and provide root cause analysis of technical issues

8. Ability to identify and resolve customer service problems including the ability to escalate the issue to a higher level when necessary.

9. Strong analytical and problem solving skills

10. Strong time management skills including ability to prioritize activities effectively

11. Strong organizational skills

12. Understanding and working knowledge of the technology and installation requirements for networks, data centers and communication systems

Education and Experience

· High school diploma or equivalency

· Degree in telecommunications, science or engineering preferred.

· 3 year’s experience in technical engineering environment and/or design preferred

Certifications

· CCNA (Voice) Preferred

Special Physical Demands

· Ability to lift 50 lbs

· Ability to climb a ladder

· Ability to work in tight or confining work spaces

· Ability to work in dusty and/or hot environmental conditions

Job Requirements

· Pre-employment background check required

· Valid California driver’s license

· Good driving record

· A well maintained automobile in good operating condition

· Auto insurance

· Occasional travel required

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Commute/Relocate:

• Livermore, CA 94551: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor’s (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location:

• One location

Work Remotely:

• No