Technical Support Engineer II

1 week ago

Plano, Texas, United States Spok Full time
Job Title: Technical Support Engineer II

Spok is seeking a highly skilled Technical Support Engineer II to join our team. As a Technical Support Engineer II, you will be responsible for monitoring and maintaining our nationwide messaging network, corporate data network, and satellite uplink.

Key Responsibilities:
  • Monitor and maintain the nationwide messaging network, corporate data network, and satellite uplink
  • Troubleshoot multiple platforms and communicate all customer impacts to internal management and customers
  • Support Microsoft Office Suite, Windows operating systems, and Spok applications operating on customer premise Windows and Linux servers
  • Serve as Subject Matter Experts (SME) to Spok Public Safety/E911 customers utilizing our software
  • Support after hours and technical support to Spok customers
  • Review, prioritize, and resolve incoming alarms
  • Utilize the Salesforce ticket system to notify technical staff of needed hardware repair or replacement
  • Support servers on Amazon (AWS) for business operations on all environments
  • Security focused on alarms triggered, monitoring events, etc. to start the process of trouble isolation and escalations
  • Provides troubleshooting for network problems and equipment, transport media, all servers, hosts Ethernet, Serial, Gigabit, Cat 5, Fiber used, Telco/Telephony outages and connectivity problems
  • Utilizes Session Initiation Protocol (SIP) setup and troubleshooting to support our core business
  • Monitors and evaluates efficiency of network components
  • Manages the Spok phone queues designed to assist internal and external customers
Requirements:
  • Bachelor degree and 4+ years of related experience
  • Proficient in Amazon Web Services (AWS)
  • Proficient in Session Initiation Protocol (SIP) setup and troubleshooting
  • Proficient in Windows Servers, utilizing Admin functions
  • Understanding of VPN's using Cisco equipment: DMVPN/Site to Site/Remote Access
  • Basic understanding of Cisco-based commands and use
  • Understanding of network topology
  • Proficient in monitoring tools, like Netcool, Big Brother, Solarwinds, HP OpenView, etc.
  • Proficient in Incident Management systems, such as Salesforce, Remedy, etc.
  • Interpersonal communicator with effective issue resolution and critical thinking skills
About Spok:

Spok, Inc. is a global leader in healthcare communications. We deliver clinical information to care teams when and where it matters most to improve patient outcomes. Top hospitals rely on the Spok Care Connect platform to enhance workflows for clinicians and support administrative compliance.

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