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Senior Support Engineer

7 months ago

Auckland City, New Zealand Potentia Full time

**The Opportunity**:
**About the role**
Reporting to the Operations Manager, this Senior Support Engineer position, is responsible for managing & supporting trouble tickets, with emphasis on Category 1 and Category 2 customers.

They will also provide ongoing day to day customer support for all voice products.

**The Fit**:

- Take over any tickets which have been escalated.
- Assist and train support engineers.
- Write & carry out any higher-level change requests.
- Be responsible for any project work assigned to them.
- Be responsible for taking the laptop home and being available to assist support engineers should this be necessary.
- ** Experience with SIP protocol and a thorough understanding of SIP.**:

- Knowledge of common VoIP and SIP terms and acronyms.
- Experience in troubleshooting IP Networks.
- Experience working with Cisco IOS.
- Experience with Linux command line is a plus.
- High degree of good customer service.
- Experience in speaking and writing to customers in a technical and service role.
- Able to work independently and step up and take charge in an escalation.
- Previous experience working in Telecoms and with SIP.
- Excellent ticketing system habits such as maintaining detailed work notes and summaries of changes and issues.

**About our Senior Support Engineer**:
**Please note - you must already have obtained the legal right to live and work in New Zealand to be considered for this role.**

**REF: 14748**
- Xaan van Eck Talent Manager
- 022 129 0924