Advanced Operations Engineering Liaison

Employer
Vonage
Location
Mclean, VA
Posted
May 19, 2017
Closes
May 22, 2017
Industry
Engineering
Hours
Full Time
Job Summary:We are currently looking for a Technical Support Engineer Liaison to join our growing team. The ideal candidate will have advanced knowledge and experience with network troubleshooting including LAN/WAN, Routers, PBX, Firewalls, Switches and TCP/IP. Technical Support Engineer will be the final level of escalation for advanced issues, both customer and internal facing. This engineer must be dependable and responsible to carry out the highest level of troubleshooting without assistance from others and to work in a collaborative environment on escalations in partnership with our Voice or Network Engineering teams in addition to Client Services.Essential Job Functions:This position requires an employee that does well supporting end users on (web based) software programs, is personable and professional on the phone, has great patience, and require little supervision.Must be able to communicate technical information in a manner that can be understood by non-technical individuals clearly.Responsibility for handling more complex customer problems that require in depth knowledge of our network, systems, databases, and applications.Advanced troubleshooting of SIP call flows, audio quality and networkInvestigate large scale Production impairments and conduct defect analysis upon request.Ability to adapt quickly to changing priorities in a dynamic troubleshooting environment.Ability to operate independent of direction while still contributing to a team. Create detailed technical test plans.Coordinate, execute, and document testing that may include vendors and end users Staff mentoring and subject matter training and defect analysis as requested by Operational personnel.Strong knowledge of routing and switching Advanced troubleshooting of various circuit types Perform liaison role between Support Engineer and Network/Voice EngineerCoordinate efforts to diagnose and troubleshoot systemic issues amongst other teams within Advanced Operations or in other departments.Assist in process development, improvement, and documentation Specific Requirements, Skills & Education:Strong knowledge of technologies such as SIP, RTP, Wireshark, QoS, COS, various codecs.Valid CCNA +6 (years) experience facing customers. + 5 (years) in a Technical Role.Demonstrated ability to analyze issues and identify root cause to correctly resolve.Advanced knowledge and experience with network troubleshooting including LAN/WAN, Routers, PBX, Firewalls, Switches, TCP/IP.Advanced knowledge and experience troubleshooting various technologies including BGP, MPLS, T1, VRF.Ability to configure and troubleshoot Cisco and/or Adtran devices using CLI.Experience with consultation and design of small business to enterprise networks.Knowledge and hands on skills with Unix and Linux is required.Technical certifications such as Cisco, Broadsoft, Linux, etc.Experience with BroadWorks Systems a plusBachelorA cents € (TM) s Degree in Computer Science, Engineering or related fieldsStrong communication and collaboration skills