Senior Network Consutant

Do you like working in a mission-critical role where you will solve complex customer issues each day? Our Cloud Support team works around the clock to identify and resolve our customers’ problems on the first try. If you’re up for a challenge, this role might be for you.

What this role is:

You will be a senior member of our cloud support team supporting Genesys Cloud customers. As a Network Engineer you will be responsible in assisting our customers in providing complex technical assistance resulting to a quick service restoration. You are expected to pose solid technical foundation on Telephony, System/Networking, as well as packet tracing within customer networks, to identify possible faults. The incumbent will aid customers and partners alike in investigating their network, firewall, MPLS, VPN, and any equipment or implementation that is beyond our typical reach, joining zoom meetings with customers, their techs, or their carriers if needed.

What this role isn’t:

You aren’t at an IT helpdesk changing passwords and turning it off and back on probably won’t work. You will be troubleshooting customer network issues with our cloud platform on AWS. You also won’t be able to fix it and forget it. We want you to document and share what you found out with the rest of the team.

Listen to the team:

View the video on YouTube: https://youtu.be/f3ohkSe5AU4 

What you’ll bring to the table:

To be successful in this role, you’ll have 2+ years of technical support, software development, and/or other relevant experience. You need to have strong written and verbal communication skills to connect with the customers and work with your team. You also need to have patience. Remember, they aren’t calling us because the software is working correctly. We also look for people who are always willing to learn new things and take on new challenges. 

Some details about what you will do:

• Collaborate with third-party vendors & carriers to troubleshoot network, routing & hardware faults

• Ensure Customer-Success By Answering + Resolving Tech Support-Cases from Typical Contact Centre

• Troubleshoot Telephony and Network issues live with customers and their own network teams over a zoom or Teams meeting.

• Collaborate with our Sr. TSEs and Dev Support in troubleshooting customer network issues

• Provide escalated support for critical issues & assist in the oversight, mentoring, and training of junior staff.

• Documenting identified faults and creating a knowledgebase for Product Support use.

Minimum Requirements:

• 3+ years working with VOIP and IP Networks supporting Voip solutions over IP Networks

• Experience with Hosted PBX, on-premise IP telephony platforms/software, Cloud solutions.

• Experience with VoIP handsets & equipment and their provisioning, registration, and configuration.

• Excellent problem solving, debugging/troubleshooting skills

• Strong understanding of VOIP related protocols such as SIP, RTP, different codecs etc. as well as WebRTC (ICE, STUN, TURN etc)

• Knowledge of IP networks Including Switching, Routing, QoS, TCP/IP Fundamentals (TCP/UDP/TLS/RTP/DNS/DHCP/HTTP ) and troubleshooting voice and IP networks across wide area networks.

• Experience using network protocol analyzers such as Wireshark is desired

• Practical knowledge of internet Access Technologies – NBN, Fibre, ADSL, VDSL, EFM, MPLS, VPN, GRE, etc.

• Any experience in investigating Firewalls such as Palo Alto, Cisco ASA, Fortinet’s Fortigate, Sonicwall, Zscaler, etc is a plus.

• Knowledge Of Windows/Linux/Mac/Mobile, VOIP-Protocols (SIP, H.323, MGCP, H.248), VOIP-Architecture + VOIP Call Components and Transport Connections

• Proficient knowledge of networking, routing, and LAN/WAN protocols preferred.

• Good Oral - Written Communication-Skills - can Articulate Network-Issue(s) - with Experience in Dealing with User(s)

• Industry-Standard Network Certifications Preferred - CCNA

•   CCNP JNCIA JNCIP JNCIS - And, ITIL Foundations and-or

•   Similar Service_Management_Certification(s) are highly desirable.