LAN / WAN – VOIP Technical Support Engineer

Job Overview

Our client has an excellent WORK FROM HOME opportunity for a LAN / WAN – VOIP Technical Support Engineer in the Washington D.C. area.

Responsibilities:
•Remote troubleshooting through any web or modem based application.
•Working in the product call center, opening and managing service tickets, identifying or confirming administrative issues or technical issues.
•Exploring and/or isolating hardware issues with field resources.
•Downloading and interpreting log files; researching and determining resolution course of action and which modules are affected.
•Performing the following on-site functions: Hardware replacement, performing the work at the customer’s site; System troubleshooting and installation of our products, as well as answering all technical and product related questions concerning the product line.
•Mentoring Tier I Support Technicians.
•Managing customer relationships – may require being a dedicated resource for high level customers.
•Providing “On-Call” after hours technical support on a rotational basis

Requirements:
•2-3 years similar remote/on-site technical customer support experience in contact center/public safety environments.
•Network management of workstations, back office equipment (LAN/WAN) and/or telephone system maintenance.
•Hands on troubleshooting and repair of software systems, telephone network interface equipment and workstation OS.
•Strong understanding of Microsoft Windows administration.
•PC Hardware: Configure dip-switches and jumpers on PC boards, add RAM chips to CPU boards, configure and install PC boards and audio cards (e.g. VGA boards, CPUs, SCSI controllers, network cards, etc.).
•Knowledge of telephony, PBX, CTI and data network environments.
•Strong data communications background (LAN/WAN experience, SNMP).
•Strong understanding of Microsoft SQL Server administration and database structure.
•External Mass Storage configuration administration.
•.NET and IIS knowledge/administration.
•VOIP configuration and router/switch configuration.
•Understand Audio codecs and multimedia drivers.
•English language proficiency.
•Strong communication (written and oral) and organizational skills.
•Exceptional customer service orientation.
•Must be good with people and pressure situations.
•High motivation & ability to work in a fast-paced environment.
•LOCAL TRAVEL IN THE GREATER WASHINGTON D.C. AREA.

Job Detail
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