Central Support – System Engineer II (advanced server and cloud-based telecommunications products)

Central Support – System Engineer II (advanced server and cloud-based telecommunications products)

New Providence, NJ
Intermedia Group has an opening for the following 
JOB TITLE: Central Support – System Engineer II (advanced server and cloud-based telecommunications products)
LOCATION: Murray Hill, NJ
TYPE:            Salaried Position with  Benefits


  • Provide 2+ and 3rd level technical support for an advanced server and cloud based telecommunications products in a fast paced, demanding environment servicing the financial community.
  • Responsible for supporting infrastructure on which the Cloud based Communication Product Lines (VoIP, etc) reside
Detailed Description
  • Act as problem investigator and manager to assist an incident management team (per ITIL service model)
  • Assist Tier 1 Engineers and Technicians remotely with technical issues raised through installation and/or service issues.
  • Support the Center of Excellence (Tier 3+) and R&D (Tier 4+) to identify bugs, perform triage, and work towards the ultimate resolution of the identified issue.
  • Triage new concerns raised in a timely manner.
  • Escalate issues to appropriate organizations
  • Participate in incident and problem resolution process based on Swarm methodology
  • Ensure that all relevant information has been collected and correlated and analyze this data where applicable.
  • When possible, reproduce the fault in the lab and establish protocols for active monitoring of troubled sites.
  • Present results to development team so that changes can be implemented to resolve the concern.
  • Adhere to best practices in incident/issue classification and documentation and time tracking
  • Work with customers and other personnel during the installation and troubleshooting of the client’s products and networks.
  • Provide risk management services to deployment and operations teams by reviewing designs and procedures used in production deployment
  • Manage and operate team’s lab environment
  • Continue improving personal technical and product specific skills via company provided training and self-study
  • Support and coordinate Alpha and Beta releases of the client’s products.
  • Work with Sales and Sales Engineering on special applications to meet customer requirements
  • Provide training to Technicians, Sales, Sales Support and other departments, when necessary.
  • Create installation and troubleshooting documentation, when necessary
  • High energy, motivated engineer with prior experience in troubleshooting incidents and problems
  • Experience working in a technical support role, preferably to external customers
  • Strong SIP experience
  • VoIP experience
  • Must have a solid understanding of Linux Command Lines
  • SQL
  • Security experience  (Key and certificate management and troubleshooting, authentication methods, secure communication protocols)
  • Understanding of DHCP / DNS / NTP
  • Experience with IPC or similar type technologies, support of Cloud environments, PBX and Compliance
  • Working experience with Splunk and/or Ansible
  • Familiarity with ITIL practices
  • Education: Minimum two-year college degree, 4 year college degree preferred.
If you are interested in pursuing this opportunity, please respond back and include the following:
• Full MS WORD Resume
• Current and required compensation
• Contact information
• Availability
Upon receipt, one of our managers will contact you to discuss in full
Zeke Goulbourne
New York, NY 10013
Voice: 212-248-0100

Email: zekegoulbourne@intermediagroup.com
Corporate Web Site: www.intermediagroup.com
OPEN JOB LIST: http://intermediagroup.com/jobs


Recruiter Contact

Jason Denmark
131 Varick Street
New York, NY 10013
Voice: 212-248-0100
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