Tbh-063 Ribbon Technical Support Enginee - Ciudad de México - Ribbon Communications

Descripción

SUMMARY

Ribbon Technical Support (RTS) engineer is a Customer facing-technical support position responsible of resolving complex technical issues in customer's in-service systems carrying live VoIP/TDM network traffic.

RTS engineer is responsible of evaluating, troubleshooting, reproducing, investigating and determining a solution using available resources. This particular position is for mid-level support engineers.


POSITION RESPONSIBILITIES

• Comply customer's signed Service Level Agreements (SLAs) by delivering accurate, timely and high quality solutions. RTS engineers belong to an international team responsible for correcting all nonproduct defect issues in accordance to SLA.
• Documenting all technical activities in a database ticketing system that allows customers to open and follow up failure reports. Once cases are solve, they will be close according to customer approval.
• Breadth of knowledge in data networks, including 3rd party devices, is required to isolate issues quickly in complex and sophisticated networks.
• RTS engineer will interface directly with external customers, other vendors and Product/Design teams when software fixes are required. Excellent English language skills

are essential to achieve an effective communications with customers and Ribbon internal teams.

• RTS engineer is responsible of ensuring customer reports resolution, updating promptly and timely following high quality documentation standards to meet customer and corporate standards.

EDUCATION AND EXPERIENCE

• A BS degree in Electronics and Telecommunications, Information Technology, Computer Science, or Computer Engineering is a requirement.
• Position requires strong English communication skills as well as the ability to work effectively as part of an international and multicultural team.
• Experience with operating systems such as Windows and UNIX (Red Hat, Solaris, Linux) is required.
• One to two years of experience support communications technology and customers is required for this midlevel engineer position. Some experience with SIP, VoIP, IP, or other telecommunications protocols is required. Experience with GENBAND or Sonus equipment is a plus.
• Problem solving skills, selforganized, effective time management, service and customer oriented attitudes are required.
• Develop the ability to work under pressure by having a strong attention to details on complex and critical situations while remaining focused.
• Willing to learn new technologies and deepen on customer networks knowledge; strong selflearning and selfmotivation skills are required.
• As a midlevel engineer, it is expected a quick and autonomous progress through training material and mentoring from senior engineers to solve customer issues. Working independently within a six months timeframe is the goal.

Please Note:
- 'All qualified applicants will receive consideration for employment without regard to race, age, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, on the basis of disability, or other characteristic protected by applicable law.'_