Tech Support Specialist

Tech Support Specialist - IP

Basic Function: Provide technical support in assisting dealers with the installation and maintenance of all IP based telecommunication products for the BTS division.

Document for internal and external use the configuration of switch, routers, or other IP related devices in implementing applications connected to Key/PBX systems such as web based server applications in a LAN/WAN environment supporting multiple locations.

Identify hardware and software technical problems/malfunctions related to applications that reside on servers or IP products.

Travel as required to solve product related problems.

Document for product engineering or marketing changes needed to improve specifications in areas related to IP.

Responsibilities:

Provide technology support to dealers on installation and configuration of all IP related interfaces or applications that are IP in nature.

Document common questions or issues that arise in the installation of the equipment. the install and configuration of servers, hubs, routers, and systems hardware; trouble-shoot, maintain, upgrade, and provide solutions to complex hardware/software problems; alert management, help desk team, and other groups when sensitive issues arise or a major problem is suspected.

Manage and control support staff for IP related calls and field problems.
Locate necessary tools and develop processes to identify customer site problems. Understand trends and develop plans to resolve problems and prevent them from recurring, maintain high service levels for the dealer community.

Act as a support analyst and resource:
Review assigned service requests daily, following up and providing status updates to clients; ensure data pertaining to the status of service requests is entered into help problem tracking systems accurately and promptly on a daily basis to provide an up-to-date picture of dealer service issues.

Test LAN/WAN communications and application products:

Assist in the implementation of beta test plans (including cases for functionality, integrity, and stress testing; test matrixes; and definition of test methodologies and test strategy); be knowledgeable of test platforms, including evaluation of test equipment and designing test networks; aid in the development of automated test suites for product regression and stress testing.

Participate in various IT projects intended to continually improve/upgrade telecommunication infrastructures: For example, evaluate new software and hardware required to meet a business need or to make a process more cost effective.

Travel as needed to end user or dealer locations to solve technical issues.
Assist in Trade shows that require technical expertise to answer dealer questions.

Configure, install, and maintain necessary hardware and software for LAN/WAN hardware and software to provide a suitable environment to run production applications and to perform support; assist in communicating maintenance and release upgrades on a timely basis or as needed; monitor performance and availability of LAN/WAN platforms.


Must have management experience and oversee the IP support group within the hotline. Will have overall responsibility of members within the IP group. The group will begin in 2006 with 3 people and expand as needed to handle the growth of our business as it shifts to IP based products over the next few years. Will have responsibility to communicate with factory service groups for communicating product issues related to dealer site problems and will have responsibility to travel to sites to solve issues as they arise.

PROBLEM-SOLVING/KNOW HOW:

Ability to understand and assist in solving network server problems or network infrastructures issues
Bachelor's degree in Computer Science, Engineering, or related discipline; equivalent experience acceptable. Minimum three years of related experience in infrastructure/network environments, with some experience in network engineering (hardware and software) and designing, planning and implementing LANs and WANs using the latest technology. CCNP certification preferred. Willingness to travel. Skills: Basic understanding of distributed systems architecture and comprehensive knowledge of multiple technical disciplines. Technical knowledge and aptitude in the areas of networks, network topologies, PC workstations (configuration and connectivity), network file servers, applicable software and trouble-shooting techniques. Experience with router configuration.

COMMUNICATIONS:

Ability to effectively communicate with a broad base of clients and end users. Must be able to communicate issues clearly to engineering and document issues to other staff members. Must have ability to identify issues and solve them with third party vendors.


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