Customer Support Engineer (Atlanta)

  • Atlanta, GA
  • Full-time

Company Description

Cutting-edge technology. Entrepreneurial vision. Personal empowerment. And a corporate culture that encourages innovative thinking and rewards great ideas. These are the key attributes that have propelled Aastra to the forefront of the enterprise communications marketplace. Aastra works with organizations around the world to provide a wide variety of leading-edge business communications technologies. Aastra draws upon that experience to capitalize on today's fast-moving economy and to continue developing and delivering solutions that help businesses of all sizes connect, communicate and succeed.

Job Description

Job Summary:

  • Responsible for providing onsite technical support for the installation, maintenance and support of enterprise and call center communications systems/applications.
  • The position is also responsible for processing automated service requests and overseeing the automated stats monitoring of installed systems.
  •  May include supporting 3rd party products and occasional on-site support.
  • Customers include end users, partners, technical support and systems engineering staff.

 

 

Job Responsibilities:

  • Provides Tier II level technical support to Enterprise customers and partners.
  • Provides installation, maintenance, MAC troubleshooting and remote support services to Enterprise customers and partners.
  • Receive, document, troubleshoot and process service request calls from customers and field technicians.
  • Assist technicians and customers with support for system operations, maintenance, database changes, troubleshooting, remote installations and upgrades.
  • Perform Trouble Action Log (TAL) issue research using available resources such as the CSC library, CSC lab, various procedures and on-line documentation.
  • Use various CRM and Database tools to perform regular tasks.
  • May be required to provide 24-hour on-call service either on a scheduled or ad hoc basis.

Qualifications

  • Bachelor's Degree (B.S. or B.A.) from an accredited college in a related field. May substitute equivalent combination of education and experience in addition to minimum experience requirement.
  • Two (2) or more years related job experience.
  • Telecommunications and IP networking background, preferably in technical support.
  • VoIP systems experience, with knowledge of some of the following protocols; SIP, RTP, TLS, SMTP, SNMP, Security and encryption techniques.
  • Exceptional customer service skills and focus on customer satisfaction and quality service.
  • Excellent written and verbal communication skills.
  • Excellent presentation and facilitation skills.
  • Analytical skills to support installation, maintenance, MAC, troubleshooting and remote support services.
  • Excellent organizational skills as well as excellent interpersonal skills.
  • Be a self-starter, with initiative, energy, commitment and eagerness to learn.
  • Ability to work with internal and external customers, draft user documentation and training.
  • Ability to work independently and effectively as part of a team.
  • Analytical skills to support installation, maintenance, MAC, troubleshooting and remote support services.
  • Excellent written and verbal communication skills.
  • Excellent organizational skills.
  • Excellent interpersonal skills.
  • Be a self-starter, with initiative, energy, commitment and eagerness to learn.
  • Ability to select and apply appropriate delivery mechanisms to introduce new products to the market.
  • Ability to work with internal and external customers, draft user documentation and training.
  • Ability to work independently and effectively as part of a team.

Additional Information

Final candidates may be subject to pre-employment drug screen test, reference and background checks, driving record checks and/or post-offer physical exams, if applicable.

 

We offer a competitive salary commensurable with experience and excellent benefits, which include Health/Dental/Vision Insurance, 401(K) plan with company matching, FSA, Short Term Disability, Long Term Disability, Life Insurance, 15 Days Vacation, 10 Paid Holidays, 2 Paid Personal Days, just to name a few. 

 

If you meet the requirements, please reference Customer Support Engineer, Job No.: 2013-0506 / Last Name, First Name in the subject line and email your resume with salary history to: hr_recruiter@aastra.com

 

You may also apply directly through our website at www.aastrausa.com.

 

If you need special accommodation pursuant to the Americans With Disabilities Act (ADA), please contact our ADA Coordinator, Tammy Large, Human Resources Director at (469) 365-3700.

 

Equal Opportunity/Affirmative Action Employer M/F/D/V