Technical Support Engineer

Horsham, RH12 1TL
22 Jul 2016
30 Dec 2016
Contract Type
PLEASE USE A WEB BROWSER OTHER THAN INTERNET EXPLORER IF YOU ENCOUNTER ISSUES (CHROME, FIREFOX, SAFARI, ETC.) The Job Details are as follows: Experience: SIP / VoIP / PBX / IP Networking Broadsoft is a Global Market Leader that provides carrier class VoIP platforms. This position is in the rapidly growing area of white label Cloud Unified Communications providing business class solutions (Voice, Video, Applications) through their Partners in the UK and European markets. There is now a requirement for a BroadCloud PBX Technical Support / Help Desk Engineer to join the technical team based in our West Sussex office. Fluency in both French and English is required. Native French speakers, although it's not essential, will be extremely well regarded. This is not your typical helpdesk position as you will be exposed to the company's entire BroadCloud product solution. This is a desk based role and would suit someone with a proven technical support background in a Cloud based Hosted IP Phone and/or SIP Trunking environment encompassing both SIP telephony and IP Networking skills. If you have a technical support background on products such as Asterisk, Swyx, BroadWorks or similar SIP based IP Cloud telephony systems this would be ideal. ISP/ASP/Telco engineering experience (or similar) and/or experience with supporting various SIP based IP PBXs would also be viewed favourably. Job description: This responsibility will cover Third Level technical support to our Partners in the UK and EU within a Global TAC environment. You will technically understand company's carrier class platform to deal with trouble tickets, develop solution guides for Partners and take an active technical role in deployment and support of the company's solutions. You will clarify customer concerns and gather all necessary information to resolve the issues and troubleshoot from any aspect of the service. It is a varied role and you will need your strong interpersonal skills to interface with other teams internally in the Global TAC, as well Sales Engineering and Accounts teams, external Vendors and SIP carrier providers to solve issues for our Tier 1 Partner's end users. Attributes Fluent in English and French Proven troubleshooting skills Attention to detail Strong written and verbal communication skills Exceptional customer service skills and focus on customer satisfaction and quality service Ability and desire to take ownership of customer service and support issues, and reach successful resolution with customers. Ability to multitask, manage change and thrive in a fast paced environment Quick learner, with a demonstrated willingness to acquire the knowledge necessary to be successful on the job. Strong analytical skills to understand the ‘why' not just the ‘what' and ‘how' Desired Qualifications/Skills: Strong SIP knowledge/ understanding of SIP RFCs Strong IP networking and DSL/WAN knowledge Understanding and experience of soft switches Desirable Product experience in Broadsoft/Asterisk or similar Telephony Cloud technologies PBX/IP PBX experience will be viewed favourably Windows/Unix/Linux skills Relevant technical or degree level qualifications are not essential but will be highly regarded