JOB TITLE: Technical Support & Engineering Lead

DEPARTMENT: Technical Support

POSITION SUMMARY: The Technical Support & Engineering Lead will act as Tier 1 Support and as a liaison between vCom, our clients, equipment vendors, and carriers in resolving service outages, trouble tickets and conducting test and turn ups.

GENERAL PURPOSE: Service and trouble ticket management.

POSITION RESPONSIBILITIES:

• Manage customer and carrier trouble tickets for Data (including DS-1, DS-3, xDSL, P2P, MPLS, Ethernet Over Copper or DS1 and Native Ethernet) and Voice (including PRI, POTs, LD and Toll Free) technologies
• Remotely troubleshoot customer premise equipment and networking issues, including routing, bandwidth utilization, latency, DNS, and other network access problems
• Configure customer premise equipment for Data technologies and ship to customer for testing
• Manage the Test and Turn Up process, working with Carrier technicians and engineers, as well as client hardware vendors, technicians, or IT vendors
• Provide front-line call support for Technical Support weekdays
• Participate in after-hour coverage late nights and weekends on a routinely scheduled basis (shared responsibility), as part of a 24x7 coverage schedule.
• Address client inquiries and coordinate resolutions
• Drive escalations with the carriers, to ensure timely resolution and service restoral
• Maintain accurate notes on all client interaction; follow-up with carriers/vendors
• Manage Service Tickets from inception to completion
• Prepare reports from Carrier OSS databases
• Coordinate dispatch dates with vCom Solutions Account Managers, vCom Solutions affiliates, or customers
• Actively work with Management to come up with ways to improve the department’s ability to effectively support clients, while gaining more efficiency
• Actively work with Management to learn and assist in documenting client configurations and specifics necessary to effectively provide technical support

REQUIRED QUALIFICATIONS:

• 3+ years of technical customer service experience in telecommunication technologies and carrier configurations for Data Connectivity (Internet T1s, private lines and MPLS).  Knowledge of VPLS, OC12, OC3, Ethernet over copper or DS1 and Native Ethernet a plus.
• 4+ years of demonstrated hands-on experience with various carriers, including facilities-based and non-facilities-based ISPs, CLECs, and ILECs; experience with large/national connectivity providers preferred
• Demonstrated strong knowledge of networking essentials, including LAN/WAN, routing and networking protocols, DNS, TCP/IP, networking hardware and Internet services. 
• Demonstrated hands-on experience with performing basic router configuration and troubleshooting, including Internet, private lines and MPLS
• Experience in VoIP, SIP trunking and TDM voice services a plus 
• Demonstrated experience with call flow handling and call tracking
• Demonstrated experience with the various layers of a carrier’s infrastructure and services, from customer premise equipment to provider edge 
• Strong PC skills, including knowledge of MS Outlook, Excel, and Word
• Strong data entry skills
• Excellent organizational, time management and multi-tasking skills
• Attention to detail and accuracy a must
• Ability to work autonomously and in a team environment
• Self-motivated, with high learning aptitude and initiative
• BA/BS degree required

ESSENTIAL SKILLS AND EXPERIENCE:

• The ability to work well with team, customers and vendors
• Exceptional verbal and written communication skills
• The ability to represent Company and effectively convey ticket status to a wide spectrum of customer contacts from the CFO and CIO to the Office Manager
• The ability and desire to embrace technology, applications and knowledge
• Positive, enthusiastic, and professional demeanor
• Strong organizational skills
• Resourcefulness, strong presentation skills and drive
• A genuine desire to own a problem with a customer, completely through to its resolution
• The ability to constantly handle multiple tasks and meet tight deadlines
• The ability to utilize all necessary resources within the company to pro-actively resolve issues and retain customers
• Strong analytical and problem-solving skills; the ability to determine how to resolve an issue based a complex set of variables
• Flexible schedule – this position requires some night/weekend hours (on-call)
• The right candidate for this position should possess the skills and desire to develop the position into a team lead.

The successful applicant will enjoy advanced applications and a high-energy work environment. vCom Solutions offers a competitive compensation and benefits package and actively encourages professional development.

For immediate consideration, send resume to:

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**No sponsorships available for this position**

About vCom Solutions

vCom Solutions, based in San Ramon, CA, helps multi-site companies manage their telecom environment nationwide. vCom’s Telecom Management as a Service (TMaaS™) offers a complete suite of cloud-based Telecom Management software tools and a full portfolio of Professional Services, including Carrier Selection, Procurement, Project Management, Technical Support, Bill Consolidation and Cost Allocation.

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