Tier 3 Support

2 weeks ago

Plano, United States Clearspan LLC Full time
Job DescriptionJob Description

Tier 3 Support - Operations

Clearspan is an innovative communication and collaboration company that delivers superior customer experiences and operational efficiency at scale. By leveraging decades of experience and a rich set of application programming interfaces (APIs), we can customize solutions to achieve desired business outcomes. Enabling real-time integrations with both modern and legacy applications (even home-grown applications), we optimize solutions for today – and evolve them as your needs change.

We are currently seeking an experienced individual to be our next Tier 3 Support to join our team out of our Plano, Texas office. They will have an integral role in providing advanced support for inquiries that cannot be solved by frontline support tiers, as well as escalations raised by our most senior partners.

Responsibilities:

  • Troubleshoot and resolve escalated technical issues impacting customer across the Clearspan/Cisco network.
  • Aid in identifying improvements in features, functions, and capabilities of the Clearspan’s UCaaS solution that positively impact the customer experience
  • Perform platform patching and release upgrades for the switching network, SBC’s, and IP Endpoints
  • Perform major release upgrades for BroadWorks and SBC
  • Review and execute test plans as required for customer upgrades and installations
  • Assist in IP Endpoint (Audiocodes, Cradlepoint, etc.) device file configuration and management
  • Provide escalation and training support for Tier 2 technical support to include IP Endpoints, Network Devices, SBC, Broadsoft, OpEasy, and PSTN interconnects
  • Utilize knowledge of IP networks, UCaas, traditional PSTN, and other technologies to resolve technical issues holistically.


Qualifications:

  • Extensive IP and Voice networking experience
  • Excellent communication, interpersonal and organization skills
  • Fast learner and able to work without supervision
  • Works well with others as part of a team toward organizational goals
  • Solid background in the application of Multi Protocol Label Switching (MPLS), MPLS Traffic Engineering (TE), and Virtual Private LAN Service (VPLS) or various derivatives.
  • Detailed understanding and experience in implementing Voice over IP (VoIP) with special emphasis on using Session Initiation Protocol (SIP)
  • Cisco/Mitel/Clearspan/Avaya IP Telephony, and strong VoIP troubleshooting skills
  • Strong troubleshooting skills and experience in using network troubleshooting tools such as Wireshark or Fluke Networks network analyzers
  • Firm background in UNIX system administration and provisioning with special emphasis on Red Hat Enterprise Linux, and Sun Solaris
  • Experience with Network Management Systems such as Solarwinds and Trouble management systems such as Remedy
  • Experienced in the use of UNIX shell scripting
  • Understanding and experience with wireline and wireless technologies

Company Benefits:

  • Competitive salary will commensurate with experience and education
  • Comprehensive benefits package available: (medical, dental, vision, and life insurances; 401k plan with company match; paid vacation, sick and personal days, and holidays)
  • Position is hybrid with minimal travel

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