Technical Support Engineer

Technical Support Engineer

 

Vertical Communications is a market leader in next-generation communications solutions for the enterprise − converged IP telephony systems and voice applications that unlock the hidden business value of telephone systems. Vertical solutions optimize the synergy of computer-telephone integration to reduce communications costs, improve customer service and enhance operational efficiency.

 

With a current installed base of over 400,000 customer sites and total annual revenue of approximately $70 million, Vertical is one of the largest enterprise telephony vendors worldwide. Our InstantOffice®, TeleVantage® and Comdial® brand products have won numerous awards in their respective categories, and have been consistently cited for delivering real value to customers.

 

Come join the Vertical team and fast forward your career to the cutting-edge of the PBX industry!

 

 

Position Overview:  Technical Support Engineer

 

This position provides first, second, and third-level technical support for Vertical’s family of products & services. Although occasional on-site support is required, this support is primarily delivered remotely to Vertical’s network of Value Added Resellers (VARs), Authorized Service Partners (ASPs) and end-user customers (collectively, the Customer). The Support Engineers respond to issues presented by Customers, either by advising them on the appropriate actions to take and/or by completing the testing & analysis required to determine root cause.  They also remotely access systems to make routine configuration changes, run diagnostics, and troubleshoot problems affecting system performance and support complex installations and upgrades. In addition to traditional telephony solutions, the Vertical family of products combine voice and data technologies to provide PBX, voice mail, LAN and WAN for small, medium and large enterprises.

 

Principal Duties and Responsibilities:

 Provide technical support to Customers on all Vertical products in order to isolate and resolve equipment, programming and installation issuesMake product configuration changes (moves, adds, and changes) to improve system performance, change call flows, resolve customer issues.Troubleshoot technical issues, including replicating customer hardware/software configurations in a lab environment to reproduce issues, test and resolve. Analyze complicated log files with strong investigative attention to detail. Develop creative solutions where possible, using in-depth product knowledge to address non-standard customer requirements.Work with service partners as required, troubleshooting and resolving issues with analog and T-1 trunks, both CAS and PRI.Work with service partners as required, troubleshooting and resolving issues with data network configuration as it affects VoIP trunks or telephone connections.Escalate unresolved issues to management as appropriate so that sensitive accounts are properly handled and additional resources are identified when needed.Serve as subject-matter expert for others within the organization (tech pubs, training, peers).Provide timely, accurate and detailed documentation of issues in our customer-tracking database.  Interact with engineering teams to report software bugs and escalate difficult support issues. Must be available for shift work.Must be available for occasional travel to customer locations to resolve technical issues and assist with complex installations.Must be available to participate in on call rotation to provide after hours support.Must be a responsible team player with excellent communication skills, the desire to train colleagues, and the willingness to participate fully in all required customer maintenance activities such as following up on closed incidents reported after they have occurred.

 

Knowledge, Skills and Abilities Required:

 Convergence Technologies Professional certification (CTP), Certified in Convergent Network Technologies (CCNT) professional certification, CISCO or Microsoft certifications or equivalent college or technical degree. Comparable experience may be considered in lieu of certifications or degrees.5-7 years experience in Technical Support rolesProficient in DOS, Windows Office and all Windows operating systemsAdvanced Customer Service SkillsThe ability to handle multiple Customer issues simultaneouslyStrong interpersonal and communications skillsCandidate must be able to function successfully in a high-stress environment



 

Vertical Communications offers a competitive salary based on experience and a full benefit package offering.  Visit us at:

www.vertical.com

 

Please submit your resume and cover letter (including salary expectations) to jobs@vertical.com .  We are an equal opportunity employer.  Sorry - no relocation will be offered for this position.