Senior Network Consultant

November 18

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Genesys

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Call Center Software • Cloud Contact Center • Customer Experience Software • Contact Center as a Service • Customer Self-Service

5001 - 10000 employees

Founded 1990

🤖 Artificial Intelligence

☁️ SaaS

📡 Telecommunications

Description

• Responsible for assisting product support teams and customers in providing complex technical assistance for quick service restoration • Collaborate with third-party vendors & carriers to troubleshoot network, routing & hardware faults • Troubleshoot Telephony and Network issues live with customers and their own network teams over a zoom or Teams meeting • Collaborate with Sr. TSEs and Dev Support in troubleshooting customer network issues • Provide escalated support for critical issues & assist in oversight, mentoring and training of junior staff • Document identified faults and create knowledgebase for Product Support use.

Requirements

• 3+ years working with VOIP and IP Networks supporting VoIP solutions over IP Networks • Experience with Hosted PBX, on-premise IP telephony platforms/software, Cloud solutions • Experience with VoIP handsets & equipment and their provisioning, registration, and configuration • Experience troubleshooting HTTPS and web socket issues • Excellent problem solving, debugging/troubleshooting skills • Strong understanding of VOIP related protocols such as SIP, RTP, different codecs etc. • Knowledge of IP networks Including Switching, Routing, QoS, TCP/IP Fundamentals (TCP/UDP/TLS/RTP/DNS/DHCP/HTTP) and troubleshooting voice and IP networks across wide area networks • Practical knowledge of internet Access Technologies – NBN, Fibre, ADSL, VDSL, EFM, MPLS, VPN, GRE, etc. • Any experience in investigating Firewalls such as Palo Alto, Cisco ASA, Fortinet’s Fortigate, Sonicwall, Zscaler, etc. is a plus. • Industry-Standard Network Certifications Preferred - CCNA CCNP JNCIA JNCIP JNCIS - And, ITIL Foundations and/or Similar Service Management Certification(s) are highly desirable.

Benefits

• Great benefits and perks like larger tech companies• Independence to make a larger impact on the company• Opportunities for growth