Senior Support Engineer

1 week ago

Albany, New Zealand Robert Half Full time

**The Company**

Join a successful privately owned business with a significant global operation. The business is partnering with a key essential service to implement and support VoIP and Network solutions. Based in Albany, this company has a tight knit feel, where people develop their careers within. The culture is a down to earth kiwi business.

**The Role**

You will be reporting to the Operations Manager, supporting the team with escalated general troubleshooting and support tickets raised by customers. Your key responsibilities will include:

- Taking over any tickets which have been escalated.
- Assisting and training support engineers
- Writing & carrying out any higher-level change requests
- Responsible for any assigned or delegated project work.
- Responsibility of taking laptop home and being available to assist support engineers should this be necessary.
- Assist in configuring and managing the telecoms and networking infrastructure (VoIP Softswitch and SBC, routers, switches, firewalls), following the best practices of Secure Engineering Principles, whilst developing and improving upon the Hardware Onboarding Procedures
- Provide in-depth diagnosis for customer faults by using known troubleshooting techniques and processes to provide fast resolution that consistently meet SLA.
- Respond to alarms and work with the monitoring system to manage and improve alerting.
- Working with telephony & 3rd party vendors to debug/resolve faults.
- Provision, configure and test new services for customer solutions, whilst following the services onboarding procedures to ensure a secure and highly available solution from day one.
- Analyse, document, review and implement change requests within the network and for customer interconnects, following the strict steps as defined in the Change Management Process

**Your Profile**
- A calm outlook on problems, being able to see everyone's view on a solution.
- Great communication skills to deliver solutions and propose new ideas to the business.
- Experience with VoIP and/or SIP
- Available to work on weekends.

Please send your resume in **Microsoft Word** format or for further information, contact **Stanley Onacha** or **Ian Hamilton** in our Auckland office on 09-915-6700.

**_Job Reference No:_**_ _**_06900-0012669217_

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