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Senior Product Support Engineer

BOULDER-80309, CO, US
07/30/2019

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Required Skills

VMWare

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

Senior Product Support Engineer

Boulder, Colorado

Job Duties:

- Provide remote on-site support

- Ability to travel to customer sites 50%-100% of the time

- Travel to customer sites on short notice for extended periods of time

- May work irregular hours when deployed to a customer site

- Investigate customer issues, collect detailed data including wired and wireless packet captures, log file data, and syslog data to be analyzed, to identify and resolve customer issues

- Work with customer and internal technical resources to identify all contributing factors to technical and application integration issues being reported with Spectralink devices

- Support the installation and ongoing maintenance of the Spectralink device with call servers by analyzing and resolving issues related to messaging between products

- Work customer issues to resolution via Technical Support ticket queue, emails and escalated phone calls from Tier 1 support line

- Participate in after hours on-call support on a rotational basis

- Required to have a strong understanding of wireless LAN interoperability to be able to ensure products are configured correctly to work properly in a wireless environment

- Ability to travel extensively via plane or car

Qualifications:

- High School Diploma or equivalent

- 5 or more years of network/telephony experience

- Experience with SIP protocol, TCP/IP, Networking, Ethernet (802.3), routing, switching, multicast technologies, WLAN (802.11a/b/g/n) technologies, packet captures and analysis both wired and wireless, QoS, WAN, Wireshark, OmniPeek

- Ability to interact and provide excellent customer service/experiences both remotely and on-site with Spectralink customers

- Strong communication skills both verbal and written.

Nice to haves:

- Bachelor's Degree in Technology related field

- CCNA, CWNA, SSCA or higher certifications

- Experience with DECT and 900 MHz technology

- VMWare, server administrator for Windows and Linux

- Android experience