VOIP Technical Support position

Jivetel Communications
Oct 05, 2016
Oct 27, 2016
Employer Type
Direct Employer
Employment Type
Full Time
Job Description:

Person needs to be able to:-Diagnose, troubleshoot and resolve service issues related to VoIP (voice) and FoIP (fax) telephony platforms and applications, including customer routers, switches, gateways, firewalls, ip phones, devices, provisioning of such devices, etc, as well as -issues related to any of our platform/product-Process new feature requests and feature change requests for customers-Answer incoming customer support calls and create detailed tickets to track issues, and assist in resolving the issues-Clearly communicate information with internal staff, vendors and customer via phone, ticket system, and/or email, regarding issues, resolutions, or any other matter when necessary-From time to time may need to do installation and maintenance of IP telephony and networking equipment and related software at customer premises-Remote (phone or video conference) and on site training of customers in using phones and features-Work with other technicians and engineers to escalate and collaborate on issues and solutions on issues-Work with sales teams to collaborate on best methods of setup and implementation for new and existing customersRequirements: Knowledge and experience with-TCP/IP networking, UDP, QoS, SIP, SDP, DHCP, SNTP, RTP,-Hardware: Home and Small Business Routers/Firewalls, ATA's, IP Phones, etc-Infrastructure: LAN, WAN & WLAN-Experience with SIP and other VoIP protocols-Ability to perform SIP debugging with Wireshark and similar tools. Capture and analyze SIP and RTP traces to isolate and resolve issues.-Excellent oral and written communication skills for technical and non-technical audiences-Must have great attention to detail in planning, execution and documentation-Must be able to prioritize tasks and work well under pressure-Must be able to attend work each day, during scheduled hours, unless on travel or approved time off-Ability to work on computer for long periods, and communicate with individuals by telephone, email and face-to-face

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