Technical Support Engineer |
| Location: | Lindon, UT |
| Salary Range: | Competitive |
| Benefits: | Full benefits paid by company |
| Employment Type: | Full Time |
| Employer: | Alianza Global Communication Services |
| Description: | Alianza is seeking a technical support professional to provide tier 3 technical support to our VoIP customers. |
| Duties: | � Escalation point for sophisticated client support staff regarding end-user issues of a highly technical and non-routine nature to help trouble-shoot, validate, solve, or further escalate those issues.
� Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues within accepted service levels. This includes ownership of the data entered into the HelpDesk system and appropriately updating both client and appropriate Alianza employees of status of all issues on a timely basis.
� Become a subject matter expert on all products/services in order to provide consultative support and training to clients.
� Provide excellent client management inclusive of excellent communications, responsive follow through, and advocacy for client issues within internal departments.
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| Qualifications: | � Understanding of OSI Model
� VoIP and Telecom knowledge/experience (especially SIP)
� Strong knowledge of Internet protocols and networking basics
� Working knowledge of Wireshark
� Proficiency in Microsoft Office Suite (Word, Excel, Outlook, etc.)
� 2 years experience with Technical Support/Customer Interaction or Network Administration
� Experience provisioning SIP trunks with PBXs a plus
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