Telecommunications Voice Support Engineer

**Position Overview**:
To support our continued growth, we are looking for a Voice Support Engineer. Voice Support Engineers are responsible for managing & supporting trouble tickets, with an emphasis on Enterprise-level customers.

This is a great opportunity to work with a talented global team and build experience with the leading technologies, suppliers, and partners in the telecommunications industry. We don’t offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission “to provide a world-class experience with every human interaction” seriously, which means everything you do makes a difference. We’re committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings, and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don’t just become part of our growth story, we become part of yours.

**Work Locations**:
This position must live and be authorized to work in New Zealand; you may work in a hybrid environment from our Auckland office or remotely.

**Hours**:

- 8 am-5:30 pm for 3 weeks then 11am-8pm 1 week (NZT)
- 2 weekends on call, then 2 weekends not on call; split between the team on a rostered basis.
- The on-call weekend work is for 9 hours on Saturday, and 12 hours on Sunday.
- While this is a NZ-business hours role, you may be required to work outside of these hours from time to time or on public holidays. This will be agreed on as far in advance as is practicable.

**What You Will Do**:

- Handle escalations expertly and without hesitation.
- Assist and train other support engineers.
- Write & carry out all higher-level change requests.
- Ownership of any project work assigned.
- On-call/after-hours support: bringing laptop home and being available to assist support engineers in the event of an emergency.
- Assist in configuring and managing the telecoms and networking infrastructure (VoIP SoftSwitch and SBC, routers, switches, firewalls), whilst following the hardware onboarding procedures as defined using industry best practices.
- Provide in-depth diagnosis for customer faults by using known troubleshooting techniques and processes to provide fast resolution that consistently meet SLAs.
- 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.
- Be aware of the requirements for classification and handling of all information accessed or processed, as is defined within Pure IP’s policies & procedures manuals.
- Take ownership of key customers and products.
- Analyse, document, review and implement change requests within the network and for customer interconnect.
- Other duties as required.

**What You Will Need**:

- At least 2 years of experience in Telecommunications.
- 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.
- Excellent customer service; experience with Enterprise clients is preferred but not required.
- Experience in speaking and writing to customers in a technical and service role.
- Able to work independently and take charge in an escalation.
- Excellent ticketing system habits such as maintaining detailed work notes and summaries of changes and issues.

**Company Overview**:
BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, SkySwitch and Pure IP.

Joining the BCM One team is a chance to be part of a globally and financially strong company with an exciting growth story; over the past 4 years we’ve brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen.

**Why BCM One**

We are committed to creating an environment that fosters teamwork, accountability, innovation, and teamwork. Many BCM One employees have been with the company for 10+ years, which we think says a lot about our culture.

**We Are a Team**
- We pride ourselves on our team-based approach to providing quality solutions for our clients. BCM One encourages a culture of collaboration,