Job Description
Everest Recruiting is seeking experienced Level III Tech Support to join a growing company our of Tampa, FL
Day-to-day responsibilities
• Review customer phone calls with technicians on a regular basis for Quality Assurance.
• Maintain familiarity with tickets currently opened with Vendors and Carriers.
• Assist with employee reviews and continued employee development.
• Provide continued training for our Tier 1-3 Technicians, using existing training material and by adding to our training material.
• Serve as the primary escalation point from Tier 1-3 technicians, resolving some issues on your own and some issues with higher-tiered technicians.
• Write internal and external documentation, and recommend updates to existing documentation.
Requirement for applicants
• MUST possess a strong understanding and ability to troubleshoot SIP and RTP.
• MUST be able to read SIP Call Traces or Packet Captures quickly and easily.
• Experience working with the SIP RFC and related RFC's is desired.
• 3+ years of VoIP Experience in a Cloud Hosted environment.
• Netsapiens Experience is a plus.
• Must have experience working with Commercial Networks: WAN, LAN, DNS, UDP, TCP, VLAN, Subnetting, DHCP.
• Must have experience working in Wireshark, Linux, and SQL and demonstrate a strong understanding of each.
• Possess an understanding of APIs and the basics of programming.
• Must possess the ability to solve complex issues while providing detailed information to our customers and our Engineering team with minimal guidance.
• Previous experience as a higher-tiered Technician or Manager in a similar environment.
• Previous work experience with automatic configuration of VoIP Phones such as Yealink, Polycom, Grandstream or Cisco.
Job Requirements
• Provide support in troubleshooting desktop software/hardware problems for end users
• Resolve technical hardware and software issues
• Procuring computer hardware and software
• Provide help desk support for hardware problems to manufacturing users
• Resolve hardware and software problems
• Resolving software and hardware problems
• Provide end-user hardware and/or software support
• Providing technical assistance to end users by troubleshooting hardware and software issues on computer systems
• Resolve end-user hardware/software problems to the end users satisfaction
• Resolving hardware and software customer issues
• Help resolve any hardware or software problems
• Provide end-user software troubleshooting and support
• Installing and troubleshooting hardware and software
• Provide end-user support to computer users
• Troubleshoot hardware and network connectivity issues
• Provide assistance and support to end-user software and hardware troubleshooting
• Installing hardware and software systems
• Diagnose and resolve technical hardware and software issues
• Troubleshoot and resolve users' hardware and software issues
• Upgrade software on end user computer
* MUST possess a strong understanding and ability to troubleshoot SIP and RTP. + MUST be able to read SIP Call Traces or Packet Captures quickly and easily. + Experience working with the SIP RFC and related RFC's is desired. * 3+ years of VoIP Experience in a Cloud Hosted environment. + Netsapiens Experience is a plus. * Must have experience working with Commercial Networks: WAN, LAN, DNS, UDP, TCP, VLAN, Subnetting, DHCP. * Must have experience working in Wireshark, Linux, and SQL and demonstrate a strong understanding of each. * Possess an understanding of APIs and the basics of programming. * Must possess the ability to solve complex issues while providing detailed information to our customers and our Engineering team with minimal guidance. * Previous experience as a higher-tiered Technician or Manager in a similar environment. * Previous work experience with automatic configuration of VoIP Phones such as Yealink, Polycom, Grandstream or Cisco. At least 3 years experience. $40000-$70700 per YEAR Employment Type: Full-Time