Tier 2 Support Engineer

8x8, Inc.

San Jose, United States

1 day ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Job source

startup.jobs

Tech stack

Wireless LAN Asymmetric Digital Subscriber Line Border Gateway Protocol Spanning Tree Protocols VoIP Ethernet Enhanced Interior Gateway Routing Protocol Trunking Internet Protocol Security (IP SEC) Intrusion Detection Systems Virtual Private Networks (VPN) Pcap

+12 more

Media Gateway Control Protocol (MGCP) Routing Open Shortest Path First (OSPF) Salesforce.Com TCP/IP Transmission Control Protocol (TCP) Wireshark Virtual Local Area Networks Virtual Office Network Routers Computer Network Technologies Firewalls (Computer Science)

Job description

Advanced level research of critical technical issues
Provide direct support for Santa Maria (Fusion Contact Center), internal 8x8 Inc. departments including Retention, Technical Account Managers, Technical Installation Leads, Enterprise Technical Account Managers, 8x8 Inc’s Sales department, including direct escalations from Executives
Support all 8x8 Products & Services, including Virtual Office, Virtual Office Pro, Residential, Contactual Contact Center, Sales Force, Virtual & SIP Trunking, and Central Hosting.
Champions the implementation of workarounds and permanent fixes.
Utilize knowledge of the customer environment delivering timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.
Manage cases and sub-cases ensuring timely and high quality communication with customers and resolution of all issues
Follow through on customer commitments with courtesy and a sense of ownership
Proactively monitoring, diagnosing, and responding to critical iPBX/server alarms
Restarting iPBXs and manually building iPBXs when needed
Provide support to on-site installation technicians (Endeavour)
Converting submitted audio files for upload onto customers’ iPBX
Work directly with the Network Operation Center and Product/System Operations to resolve complex technical escalations

Requirements

Knowledge of network technology, architecture and elements, and an understanding of the associated interworking.
Knowledge of maintenance practices / routines on network elements.
Understanding of TCP/IP, routing protocols, L2/L3 switches
Troubleshooting and problem solving skills
Hands-on experience with switches, routers and firewalls
Strong understanding of various networking technologies and protocols including but not limited to the following:
Ethernet switching
Routing
Routing protocols such as OSPF, EIGRP and BGP
Layer 2 technologies such spanning-tree, VLANs, and WLANs.
WAN and MAN technologies such as ADSL, T1 and Metro Ethernet.
Security technologies such as IPSec VPNs, IDS/IPS and Firewall
Experience with major VOIP protocols: SIP and MGCP
A working knowledge of Wireshark
Ability to read and analyze PCAP, SIP Traces, and TCP Dumps
Excellent analytical and problem solving skills with a strong sense of client commitment
Proven team player with strong interpersonal skills
Detailed oriented with good documentation skills
Ability to work with multiple departments to coordinate client satisfaction
Outgoing and positive attitude required.