Distributor Technical Support Specialist

Jersey CIty, New Jersey

Post Date: 02/01/2016 Job ID: 799 Industry: Other Pay Rate: 80000

JOB DESCRIPTION:

Work with customers and other personnel during the installation and troubleshooting of products and networks.

Assist Distributor Technicians remotely with technical issues raised through installation and/or service issues.

Work with Tier 3 and 4 Engineering to identify bugs, perform triage, and work towards the ultimate resolution of the identified issue.

Triage new concerns raised in a timely manner.

Ensure that all relevant information has been collected and correlated and analyze this data where applicable.

When possible, reproduce the fault in the lab and establish protocols for active monitoring of troubled sites.

Present results to development team so that changes can be implemented to resolve the concern.

Create installation and troubleshooting documentation, when necessary

Willing to travel on short notice

Willing to work alternate shifts, nights and weekends as required. Willing to be on call on a scheduled basis and perform after hours activities on a regular basis

GENERAL RESPONSIBILITIES

Provide technical and project level support to named distributors for installs, MAC and service work. Interface with named distributors so as to understand upcoming work, assess risk profiles and identify other areas that could cause friction for our collective customers.  Assist with technical queries pre-sale and post sale. Act as a “ go to individual” between company and named distributors.

REQUIRED EXPERIENCE/SKILLS:

PBX knowledge (Avaya, Nortel, Cisco Call Manager, etc.) a plus

Understanding of Intel server technologies and Operating Systems (Linux, Windows 2003 and above):

Should have an understanding of VoIP, SIP and Cisco networks

Good working knowledge of Solaris, Informix and related legacy OS platforms

Strong knowledge of SQL and related tool sets

Experience working in a technical support role, preferably with international clients and or distributors / resellers

Technical writing / drawing skills

Excellent verbal communication skills in both English and Portuguese / Spanish.

A personality and approach that is compatible with differing regional expectations and norms 

Project management experience with a focus on the financial community

Demonstrated ability to effectively/efficiently drive triage sessions in a structured and logical manner.

Ability to interface with customers technical and management teams during incidents and projects in a way that demonstrates mastery of the subject matter and in a manner that instills confidence to the end user               

CERTIFICATIONS

Strong preference for an individual with a certification in both IT server or O/S technology, as well as a networking certification.

Preferred Server & Operating Systems Certifications:

Linux Certification (CompTIA, LPIC, or Red Hat), or

Microsoft Certification (MCSE, MCSA)

CompTIA Server+

Preferred Network / Telecommunications Certifications:

CompTIA Network+

Cisco Certifications (CCNA, CCNP, CCIE, CCVP)

Any advanced SIP certification (SSCA, etc)

  EDUCATION

Minimum two-year college degree, 4 year college degree preferred.

Other technical course work as appropriate

**Bi-lingual in Spanish required**

Emily Sprague


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