Technical Support Engineer

Job purpose

Broadsoft, now 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 unified 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 Unified 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 while also working with our third parties and other departments as part of a Global TAC team.

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 customer concerns
  • Gather all necessary information to troubleshoot any aspect of the service
  • Use your troubleshooting skills to identify points of failure and/or bugs and take ownership of issues through to resolution
  • Use your training and knowledge of the BroadWorks platform and the SIP RFC to manage these issues through to resolution
• Develop solutions guides and FAQs for the use of our partners
• Take an active role in development and improvement of internal processes

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 3rd party vendors
• 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 Unified communications clients with WebRTC

Qualifications

• Bachelor's degree; with computer science, engineering or technology majors preferred.
• Ability to analyze complex data from various sources to define, replicate and test for any issue with the aim of providing a solution 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 3rd 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 and evening work may be required to support customers in an on-call rotation. Infrequent travel may be required as determined by business need.

Physical requirements

The role is primarily desk based with no special physical requirements