Technical Support Engineer

Job purpose Broadsoft, now a part of the Cisco Collaboration Portfolio, is a Global Market Leader that provides carrier class VoIP platforms.BroadSoft, as part of Cisco, provides business class unied communications solutions (Voice, Video, and Applications) The technical support engineer role provides an excellent opportunity for anyone interested in entering in the telecommunications industry in the rapidly growing area of white label Cloud Unied Communications. You will be exposed to all aspects of the BroadWorks platform in providing best-in-class technical support to our Tier 1 Enterprise Partners whilst also working with our third parties and other departments as part of a Global TAC team. More so, this specic role if to not only support customers - but to perform actual maintenance work on our customer's production systems - you will be part of the TAC DE team, which performs software upgrades on our customer's backbone - with their respective engineering teams. Training in all aspects of the BroadWorks service will be provided. This will not only include training on Cisco products, but also on a variety of applicable knowledge areas including VoIP, SIP and supporting technologies. Duties and responsibilities Full training will be provided on the day to day operational support functions. Customer raised issues/faults Clarify the customer's concerns Gather all necessary information to troubleshoot any aspect of the service Use your troubleshooting to identify points of failure and/or bugs and take ownership of issues through to resolution Exposure to any of the below technical areas would be an advantage but is not essential as training on all aspects of the service and supporting technologies will be provided. The role of 3 rd party vendors 8/29/2018 Hiring Space 6/9 Understand the components of the platform and their relationships Including SBCs, application servers, network servers and database components and APIs IP Phones and a variety of Soft Clients including Unied communications clients with WebRTC Use your practical knowledge and training to take an active technical role in the deployment and support of the BroadCloud solution Raise faults to 3 rd party SIP carrier providers Use your training and knowledge of the BroadCloud platform and the SIP RFC to manage these issues through to resolution Raise faults/suspected bugs to IP Phone hardware vendors Use your training and knowledge of the BroadCloud platform and the SIP RFC to manage these issues through to resolution Documentation Develop solutions guides and FAQs for the use of our partners Take an active role in development and improvement of internal processes Qualications 7/9 Bachelor's degree; with computer science, engineering or technology majors preferred. Ability to analyse complex data from various sources to dene any issue, replicate and test for any issue with the aim of providing a solution to any issue will be highly regarded Exposure to any of VoIP, SIP, TCP/IP, WAN/LAN typology, SQL, Linux and Windows OS will be highly regarded. In depth knowledge is not essential as training will be provided. Strong interpersonal skills are required Customer focused Liaising on complex technical issues with 3 rd party SIP providers and hardware vendors in a professional manner Able to develop strong relationships within the company to facilitate customer solutions Ability to absorb large amounts of information in the fast-paced rapidly changing environment of modern communications technology and apply this knowledge in practical situations immediately Ability to work to deadlines Working conditions Additional weekend shifts may be required. 8/29/2018 Hiring Space https://cisco.avature.net/hiringspace/MyRequisitionsJobDetail?projectId=1236655 8/9 Approval Action History Evening work may be required to support customer upgrades. Infrequent travel may be required as determined by customers and business need. Physical requirements The role is primarily desk based with no special physical requirements. ADD FRENCH TRANSLATION