Tech Support Engineer

LOCATION: Cambridge, MA

POSITION DESCRIPTION:

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 issues
• Make 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.
  

QUALIFICATIONS:

• 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 roles
• Proficient in DOS, Windows Office and all Windows operating systems
• Advanced Customer Service Skills
• The ability to handle multiple Customer issues simultaneously
• Strong interpersonal and communications skills
• Candidate must be able to function successfully in a high-stress environment