Technical Support Engineer

3 days ago

Singapore ONION SEARCH PTE. LTD. Full time

**Our client is a listed company that provides advanced communication software, products, and services for enterprises.
**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.

**Requirements**:

- Bachelor’s degree Engineering or University Diploma in Telecommunications, Electrical Engineering or Computer Science.
- 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 Environment - Unified Communications technologies - Teams & Skype for Business, Knowledge of Microsoft Azure & O365 design & administration, PowerShell, etc., will be considered a key advantage.
- Microsoft certification in Unified Communications or Could services is preferred. Cisco voice certifications (e.g. CCNA) is an advantage.
- Experience with both Enterprise and Service Provider environments is an advantage.
- Excellent written & verbal communication skills in English. Additional APAC region languages is an advantage.
- 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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