Job Summary
- Company
- SPS
- Location
- Virtual 07054
- Industries
- Telecommunications Services
- Job Type
- Full Time
- Employee
- Years of Experience
- Less than 1 Year
- Education Level
- Unspecified
About the Job
The Converged Systems Specialist must have experience in application, operating system, and basic network troubleshooting. Systems specialists are specialists in specific products and provide expertise to problem identification, troubleshooting, and resolution. The Converged Systems Specialist will be responsible for providing second-level support to our customers. This position is transactional in nature with primary focus on receiving, troubleshooting, and resolving converged system issues.
• Troubleshoot the cause of problems, not just the symptoms, taking action to prevent problems from recurring
• Maintain visibility of open tickets queue and actively work tickets in personal workbench
• Provide professional technical support to our customers emphasizing customer service
• Escalate problems to the appropriate tier, business unit or vendor as necessary
• Provide training and mentoring to transactional support teams when feasible and encourage them to follow proper procedures while assisting them to learn new troubleshooting skills
• Log hours and work performed utilizing appropriate tools (Taske, etc.)
• Familiarity with PC-based apps (i.e.: IP Softphone, IP Agent, Softconsole)
• Computer literacy; proficiency in MS Office applications.
• Strong understanding of networking technologies including; TCP/IP, DHCP, TFTP, VLAN, QoS, VoIP, various WAN technologies (Frame Relay, MPLS, etc.)
• Strong understanding of IP addressing schemes and VLAN designs.
• Knowledge of wireless LAN/WAN technologies
• Proficiency in downloading software, firmware, updates, and patches to communications products; familiarity with WS_FTP or equivalent.
• Overall knowledge of Avaya S8xxx platform and Communication Manager is required; Avaya certification a strong plus (ACA/ACS/ACE/ACIS)
• Familiarity with PC-based apps (i.e.: IP Softphone, IP Agent, Softconsole)
• Miscellaneous duties as assigned.
• Maintain visibility of open tickets queue and actively work tickets in personal workbench
• Provide professional technical support to our customers emphasizing customer service
• Escalate problems to the appropriate tier, business unit or vendor as necessary
• Provide training and mentoring to transactional support teams when feasible and encourage them to follow proper procedures while assisting them to learn new troubleshooting skills
• Log hours and work performed utilizing appropriate tools (Taske, etc.)
• Familiarity with PC-based apps (i.e.: IP Softphone, IP Agent, Softconsole)
• Computer literacy; proficiency in MS Office applications.
• Strong understanding of networking technologies including; TCP/IP, DHCP, TFTP, VLAN, QoS, VoIP, various WAN technologies (Frame Relay, MPLS, etc.)
• Strong understanding of IP addressing schemes and VLAN designs.
• Knowledge of wireless LAN/WAN technologies
• Proficiency in downloading software, firmware, updates, and patches to communications products; familiarity with WS_FTP or equivalent.
• Overall knowledge of Avaya S8xxx platform and Communication Manager is required; Avaya certification a strong plus (ACA/ACS/ACE/ACIS)
• Familiarity with PC-based apps (i.e.: IP Softphone, IP Agent, Softconsole)
• Miscellaneous duties as assigned.
Education: Bachelor’s Degree in technical field preferred. Cisco certification or equivalent required.
Work experience: 3-5 years of technical support experience. Strong working knowledge of VoIP fundamentals required. Avaya certification required. Cisco certification desirable.
Work experience: 3-5 years of technical support experience. Strong working knowledge of VoIP fundamentals required. Avaya certification required. Cisco certification desirable.
Technical Competencies:
• Computer literacy; proficiency in MS Word, Excel and Outlook.
• Strong understanding of networking technologies including; TCP/IP, DHCP, TFTP, VLAN, QoS, VoIP, various WAN technologies (Frame Relay, MPLS, etc.).
• Understanding of IP addressing schemes and VLAN designs.
• Experience with configuration and implementation of data switches and routers; knowledge of Cisco, Avaya, Extreme products a plus.
• Ability to analyze end-to-end TCP/IP protocol trace to identify network connectivity issues is a strong plus. Experience with such diagnostic tools as Ethereal, PC Anywhere, and NetIQ.
• Proficiency in downloading software, firmware, updates and patches to communications products; familiarity with WS_FTP or equivalent.
• Knowledge of wireless LAN/WAN technologies is a plus.
• Overall knowledge of Avaya S8xxx platform and Communication Manager is required
• Familiarity with PC-based apps a plus (i.e.: IP Softphone, IP Agent, Softconsole)
• Strong understanding of networking technologies including; TCP/IP, DHCP, TFTP, VLAN, QoS, VoIP, various WAN technologies (Frame Relay, MPLS, etc.).
• Understanding of IP addressing schemes and VLAN designs.
• Experience with configuration and implementation of data switches and routers; knowledge of Cisco, Avaya, Extreme products a plus.
• Ability to analyze end-to-end TCP/IP protocol trace to identify network connectivity issues is a strong plus. Experience with such diagnostic tools as Ethereal, PC Anywhere, and NetIQ.
• Proficiency in downloading software, firmware, updates and patches to communications products; familiarity with WS_FTP or equivalent.
• Knowledge of wireless LAN/WAN technologies is a plus.
• Overall knowledge of Avaya S8xxx platform and Communication Manager is required
• Familiarity with PC-based apps a plus (i.e.: IP Softphone, IP Agent, Softconsole)
Personal Competencies:
• Superior verbal communication skills; the ability to communicate effectively with non-technical personnel and customers.
• Outstanding interpersonal skills.
• Strong technical, analytical troubleshooting and problem-solving abilities
• Ability to work independently with minimum supervision
• Ability to work in a fast-paced, customer-service oriented setting
• Strong organization, time-management and multi-tasking skills
• Ability to work nights and weekends on a regular basis, including on-call rotation during off hours as required
• Intellectual curiosity and the desire to keep up with new aspects of the business and technology
• Outstanding interpersonal skills.
• Strong technical, analytical troubleshooting and problem-solving abilities
• Ability to work independently with minimum supervision
• Ability to work in a fast-paced, customer-service oriented setting
• Strong organization, time-management and multi-tasking skills
• Ability to work nights and weekends on a regular basis, including on-call rotation during off hours as required
• Intellectual curiosity and the desire to keep up with new aspects of the business and technology
Physical Requirements
Work is predominantly sedentary in nature, requiring strong keyboard skills.
Work Environment
Work Environment
Work is performed in an office setting.
PI69550101
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