Sr. Support Engineer

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Position Title:                 Sr. Support EngineerLocation:                         Irvine, CAPosition Type:                 FTE/PermanentPosition Summary: Provides support to customers/end users on a variety of issues.  Identifies, researches, and resolves technical problems.  Responds to telephone calls, emails, and requests for technical support.  Documents, tracks and monitors the problem to ensure timely resolution.  Familiar with networking and VoIP issues and problem resolution.  Is involved in more complicated tasks and problem resolution.  May lead and direct the work of others.  Typically 5+ years of experience in field. Responsibilities: Focus on rapid identification and resolution of customer issues. Answer questions and perform initial triage on service tickets. Troubleshoot and resolve voice and data network issues to resolution. Manage, troubleshoot, and maintain enterprise level call centers. Timely and effective resolution to tickets based on internal and external service level agreements. Ongoing, regular updates to customers to keep them apprised of progress toward problem resolution. Technical assistance for hardware, software and/or applications. Providing on-site installation and other professional services as needed. Participate in off hours and on call rotation.Requirements: Experience with Microsoft Server Platforms 2003, 2008, and 2012 Experience with Voice over IP Understanding of basic network concepts such as routing and subnetting, jitter, and latency Understanding of LAN and WAN principals Ability to use basic troubleshooting tools such as ping and tracert Must be a team player with excellent collaborative skills. Demonstrates strong problem solving skills. Knowledge, understanding, and practical application of basic computer systems including disk management, file systems, memory management and related concepts. Fast learner able to come up to speed rapidly on new technologies. Excellent written and oral communication skills. Ability to participate in multiple projects simultaneously and prioritize effectively. Ability to handle escalations and small projects with minimal supervision.Skills:ShoreTel VoIP PBX, Enterprise Call CenterNetworking Skills including but not limited to: Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, SIP, QoS, EIGRP, BGP, OSPF, NHRP, ATM, PPP, MPLS.VMWare and/or HyperV instillation and managementShoreTel Converged Conferencing.LifeSize Video endpoints.Experience providing services in the VOIP, PBX and data communications fields.Hands-on experience with Wide Area Network technologies, including T1 circuits, point-to-point, and MPLS configurations.SIP media gateway experience.H.323 experience. Education:  Bachelor's degree in relevant field desired or two years of college or technical school resulting in an associate's degree or equivalent plus equivalent work experience in field.Direct Field Experience required minimum 5 years.  Accreditation--Certification—Licenses (Preferred but not required): ShoreTel Communicator, ShoreTel Administrator, ShoreTel Enterprise Contact Center Please contact Monier Esfahani for more details. 925-627-4934IND05