Position: VoIP Tech Support Engineer for Open Standards and Vendor Independent VoIP Solutions

Location: Full-time Dallas, TX

ABP is a national distributor of VoIP products with a wide portfolio of “Best of Breed” products. The company helps Service Providers and Resellers enter into the VoIP space with Open Standards based VoIP solutions. ABP markets mature, proven and new innovative VoIP products.

The VoIP Tech Support Engineer will be responsible for assisting Resellers and Service Providers in setting up or troubleshooting VoIP installations and equipment.

Responsibilities:

• Enjoy inbound phone calls to resolve tech support issues for Resellers learning Open Standards based VoIP solutions.
• Track open trouble tickets and find resolution for issues.
• Troubleshoots VoIP issues utilizing packet capture tools and VoIP server logs
• Directly work with manufacturers of VoIP equipment forwarding issues
• Implement ABP technical standard practice, and maintains CSC related activity calendars and policy / procedure documentation.
• Work in conjunction with 2nd & 3rd tier support specialist.

Requirements:

• Working knowledge of SIP and/or H.323, and TCP/IP protocols
• Experience with IP Phones and Gateways
• Working knowledge of IP networking and security (CCNA or other network certification would be a plus)
• Familiarity with Linux and experience installing and configuring Asterisk
• Familiarity with AudioCodes, Cisco or similar Gateways
• Exposure to SER, BroadSoft, NexTone or similar voice platforms will be a plus

The candidate will have experience in troubleshooting complex voice and data networks made up of multiple equipment and service suppliers; a thorough understanding of VoIP, networking and security protocols; experience with network monitoring, troubleshooting; solid technical skills coupled with a can-do-it attitude and customer handling skills. He will be receiving customer trouble tickets electronically via CRM system and follow up with customers, resolve issues, replicate more complicated issues to vendors, provide status to customers, and document problems and resolutions. This position requires certain flexibility and a drive to learn new skills. This is a job within a small dynamic tech support team with lots of learning opportunities.

• Local candidates only.
• Bilingual a plus ( English / Spanish )
• Desire to be part of a team atmosphere with a can do attitude

Please send CV and cover explaining your qualifications and interest in this position to hr@abptech.com