Cloud Telecom Support Specialist

2 weeks ago


New York, New York, United States Blackbox Full time
Job Title: Cloud Telecom Engineer

The role of the Cloud Telecom Engineer is to provide technical assistance and support to our end users and clients. The primary goal is to ensure the smooth operation of our products and services, resolve technical issues, and deliver exceptional customer satisfaction.

Key Responsibilities:
  • Provide Tier 3 escalation support for clients requiring expert troubleshooting on various technical matters involving Zoom or equivalent UCaaS systems.
  • Identify, research, analyze, diagnose, resolve and close escalated technical problems in a quality and timely manner.
  • Provide comprehensive diagnostic, root cause and troubleshooting support, accurate problem resolution and make findings available for future troubleshooting and analysis.
  • Determine the need to deploy field service resources required to deliver client service requests via incident management and dispatch processes through the service desk.
  • Evaluate and escalate irresolvable issues requiring manufacturing or carrier services (Tier 4) support assistance within prescribed service levels and procedures to complete problem resolution.
  • Monitor service desk tickets volume, identify trends in problem activity, document findings and make available for future client troubleshooting issues and ensure timely closure of all assigned tickets.
  • Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.
  • Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.
  • Develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities.
  • Implement and make recommendations to improve methodologies, core competencies and processes for the service desk to ensure stable and quality product & service delivery consistent with company objectives and client expectations.
Requirements:
  • 5-10 years of technical support engineering experience in a call center environment.
  • Technology Services or Managed Service Provider industry experience required.
  • End-to-end process thinker, with proven experience in business processes and workflow design.
  • Service awareness of all organization's key product and service offerings for which support is being provided.
  • Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions.
  • Excellent problem solving skills with demonstrated success in root cause analysis.
  • Demonstrated experience of continuously expanding and leveraging knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies.
  • Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.
  • Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management tools such as ServiceNow and related cloud based technology systems.
Preferred Qualifications:
  • Bachelor's Degree in Engineering, Information Technology or related, preferred.
  • Have general network knowledge (CCNA, CompTIA Network, etc.).
  • Have previous IT Administration, Network Security and Group Policy experience.


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