Field Application Engineer

3 hours ago

Singapore JonDavidson Full time $80,000 - $120,000 per year
Our client is a large global MNC in the VoIP and UC industry and Singapore is their APAC regional HQ.
Responsibilities:Provide technical assistance to customers through Technical support, as well as Professional & Managed Services.In a Technical Support capacity, own the entire problem resolution cycle, including effective diagnosis, reproducing issues in our lab, resolution of 2nd/3rd tier issues, and escalating to Engineering as needed.In a Professional & Managed Services capacity, deliver design & implementation services, from initial customer engagement to live production service. In a Resident Engineer capacity, be assigned to a specific customer for a pre-defined duration, to support the defined operations & maintenance activities.Act as customer trusted advisor, consult customer about solutions options after understanding their needs & expectations.Plan, manage, and execute the agreed deliverables for Professional & Managed Service offerings.Accurately record customer issues and document resolutions.Identify opportunities for improvement.Maintain a thorough understanding and broad knowledge of product and service offers and solutions.Perform remote & on-site services as required. May require travel to customer sites within the APAC region.Deliver technical training/knowledge transfer to customers/partners as required.Qualifications:Bachelor's degree Engineering or University Diploma in Telecommunications, Electrical Engineering or Computer Science.Minimum of 5 years direct technical working experience in the Telecom and Data Communications field with an emphasis on voice and unified communications applications.Solid understanding of IP Telephony Gateways, Session Border Controllers, and various VoIP signaling protocols (e.g. SIP, WebRTC, etc.) and TDM telephony protocols.Solid understanding of Windows and Linux platforms.Experience with Microsoft Unified Communications technologies - Skype for Business & Teams. Knowledge of Microsoft 365 design & administration, PowerShell, etc., will be considered a key advantage. Microsoft certification in Unified Communications preferred. Cisco voice certifications (e.g. CCNA) is an advantage.Experience with both Enterprise and Service Provider client's an advantage.Excellent written & verbal communication skills.Solid customer service orientation and a passion for excellence.Excellent diagnostic, troubleshooting and problems solving skills.Ability to work in a fast-paced environment.Some international travel may be required.

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