The ideal candidate will ensure a high level of customer satisfaction by promptly resolving complex technical problems, by completing root cause investigations on those technical problems. We are seeking Tier 2 Support Engineer(s) to supplement the team's efforts in supplying escalation support to the all departments within 8x8 Inc.
Responsibilities:
• Advanced level research of critical technical issues
• Provide direct support for Santa Maria (Fusion Contact Center), internal 8x8 Inc. departments including Retention, Technical Account Managers, Technical Installation Leads, Enterprise Technical Account Managers, 8x8 Inc's Sales department, including direct escalations from Executives
• Support all 8x8 Products & Services, including Virtual Office, Virtual Office Pro, Residential, Contactual Contact Center, Sales Force, Virtual & SIP Trunking, and Central Hosting.
• Champions the implementation of workarounds and permanent fixes.
• Utilize knowledge of the customer environment delivering timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.
• Manage cases and sub-cases ensuring timely and high quality communication with customers and resolution of all issues
• Follow through on customer commitments with courtesy and a sense of ownership
• Proactively monitoring, diagnosing, and responding to critical iPBX/server alarms
• Restarting iPBXs and manually building iPBXs when needed
• Provide support to on-site installation technicians (Endeavour)
• Converting submitted audio files for upload onto customers' iPBX
• Work directly with the Network Operation Center and Product/System Operations to resolve complex technical escalations
• Knowledge of network technology, architecture and elements, and an understanding of the associated interworking.
• Knowledge of maintenance practices / routines on network elements.
• Understanding of TCP/IP, routing protocols, L2/L3 switches
• Troubleshooting and problem solving skills
• Hands-on experience with switches, routers and firewalls
• Strong understanding of various networking technologies and protocols including but not limited to the following:
○ Ethernet switching
○ Routing
○ Routing protocols such as OSPF, EIGRP and BGP
○ Layer 2 technologies such spanning-tree, VLANs, and WLANs.
○ WAN and MAN technologies such as ADSL, T1 and Metro Ethernet.
○ Security technologies such as IPSec VPNs, IDS/IPS and Firewall
• Experience with major VOIP protocols: SIP and MGCP
• A working knowledge of Wireshark
• Ability to read and analyze PCAP, SIP Traces, and TCP Dumps
• Excellent analytical and problem solving skills with a strong sense of client commitment
• Proven team player with strong interpersonal skills
• Detailed oriented with good documentation skills
• Ability to work with multiple departments to coordinate client satisfaction
• Outgoing and positive attitude required.
To apply, please click the link provided. If the link does not work, send you resume to jobs AT 8x8.com and specify the job title in your email.
Notice to Search Firms and Staffing Agencies
8x8, Inc. maintains an approved supplier list based on current skill set and technology requirements. Therefore, our supplier base is limited to our specific hiring needs in a given business cycle. 8x8, Inc. does not accept resumes from unapproved suppliers. Any resumes received from unapproved suppliers will be considered unsolicited and 8x8, Inc. will not be obligated to pay a referral fee.
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