Product Support Specialist
Franklin Township , New Jersey
November 04, 2016
Service company located near Somerset is looking for a Technical Support Engineer. The job will require the following: Responsibilities: • Discover, isolate and duplicate problems and develop solutions using software and hardware tools as required. • Provide technical assistance with respect to customer issues and concerns from issue to follow-up and resolution. • Identify scope of work, prioritize and ensure completion in a timely fashion. • Write example applications for customers demonstrating API. • Accurately record customer issues and document resolutions. • Work with Engineering to incorporate changes to products initiated by customer needs. • Participate in QA, testing and documentation review. • Analyze process, procedures and products for Root Cause Analysis. • Maintain a thorough understanding and broad knowledge of product information. Education and Work Experience: • Must have 1 to 3 years of direct technical working experience in Telecom and Data Communications, with an emphasis on voice applications. •Experience with ISDN(PRI/BRI), T1/E1 configuration and analog/digital signaling protocols. •Ability to work in a fast paced environment. •Understanding of VoIP/IP Telephony and various signaling protocols such as SIP and H.323. •Knowledge of working with Wireshark. • Must have Microsoft/BS in Electronics Engineering/Computer Science. •Willing to participate in 24x7 On-call pager duties for afterhours support on rotation basis. •Excellent documentation and organization skills. •Project and time management skills required. •Willing to travel 10% of the time or as needed. •Microsoft MCSE Communication certification a plus. •Proven ability in a technical support field. •Strong ability to understand customer technical issues. •Experience working with Enterprise and Service Provider clients. •Solid customer service orientation and a passion for excellence. •Knowledge of Session Border Controllers (SBCs), Multiservice Access Routers and Media Gateways. •Experience working with Microsoft Lync. **If interested in this position please send an updated resume to:**

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