Technical Support Engineer – VoIP/Telecom Sector

AudioCodes Limited - Research Triangle Park, NC (30+ days ago)

Full-timeEstimated: $61,000 - $84,000 a year

Summary of Duties and Responsibilities:
The Technical Support Engineer must be an experienced support provider with an established track record of providing high quality support to meet customer requirements. The Support Engineer is the primary liaison between the customer base and all other internal contacts. The Support Engineer must have an understanding of the support complexities of the products and environments being supported, as well as an understanding of the support process and its requirements. There must be a demonstrated ability to work with other people as a member of a team.

Primary Duties and Responsibilities:
Provide technical assistance with respect to customer issues and concerns from issue to follow-up and resolution.
Discover, isolate and duplicate problems and develop solutions using software and hardware tools as required.
Write example applications for customers demonstrating API.
Identify scope of work, prioritize and ensure completion in a timely fashion.
Work with Engineering to incorporate changes to products initiated by customer needs.
Accurately record customer issues and document resolutions.
Analyze process, procedures and products for Root Cause Analysis.
Participate in QA, testing and documentation review.
Maintain a thorough understanding and broad knowledge of product information.

Education and Prior Work Experience:
Must - MS/BS in Electronics Engineering/Computer Science.
Must – 3 to 5 years of direct technical working experience in Telecom and Data Communications, with an emphasis on voice applications.
Must - Experience with ISDN(PRI/BRI), T1/E1 configuration and analog/digital signaling protocols.
Must – Solid understanding of VoIP/IP Telephony and various signaling protocols such as SIP and H.323 etc.
Must – Knowledge of working with Wireshark.
Must – Knowledge of Session Border Controllers (SBCs), Multiservice Access Routers and Media Gateways.
Must – Willing to participate in 24x7 On-call Pager duties for afterhours support on rotation basis.
Must - Ability to work in a fast paced environment.
Must - Excellent documentation and organization skills.
Must - Project and time management skills required.
Must - Willing to travel 10% of the time or as needed.
Must - Proven ability in a technical support field.
Strong ability to understand customer technical issues.
Solid customer service orientation and a passion for excellence.
Desirable – Microsoft MCSE Communication certification a plus.
Desirable – Experience working with Microsoft Lync.
Desirable - Knowledge of Digital PBX's. (i.e. Nortel Meridian, Avaya, Siemens).
Desirable – Experience working with Enterprise and Service Provider clients.
Desirable - Familiarity with DSP technology.
Desirable - Hardware experience with Analog & Digital Circuits would be an asset.
Candidates that meet the above requirements and that are currently authorized to work in the US will be considered for this position.