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
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.
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
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)
Preferred Network / Telecommunications Certifications:
Cisco Certifications (CCNA, CCNP, CCIE, CCVP)
Any advanced SIP certification (SSCA, etc)
Minimum two-year college degree, 4 year college degree preferred.
Other technical course work as appropriate
**Bi-lingual in Spanish required**