Professional Service Engineer II

Professional Services United States


Description

POSITION DETAILS: 

 

LOCATION: Anywhere in the U.S./Remote 

DEPARTMENT: Personal Services 

REPORTS TO: Professional Services Manager 

PERCENTAGE OF TRAVEL: Up to 80% 

 

POSITION SUMMARY: 

Broadvoice is looking for an experienced Professional Service Engineer II to join our growing team. In this dynamic role, you will support the Professional Services Team by assisting the Professional Services Manager in task completion assigned to the Professional Services Team. If you are passionate about customer service and focused on championing a service-driven culture with a goal of increasing customer satisfaction, we want to talk to you! 

 

YOUR DAY-TO-DAY: 

  • Perform Professional Services as requested – Site Survey and Professional Install of Broadvoice phone systems.
  • On-site troubleshooting and issue resolution.
  • Provide mentoring, instruction, and assisting senior team members in problem solving techniques, practices, and procedures.
  • Assist Senior Engineers with planning the deployment of customer voice and data networks.
  • Troubleshoot customer voice and data network issues as requested.
  • Assist Senior Team Leaders as they Interface with Business Solutions Team Leaders to resolve customer escalations.
  • Collaborate with Senior Team Members as they streamline Professional Services processes.
  • Provide support to Senior Team members as they interface with engineering and product teams regarding all systems improvements and enhancements.
  • Maintain proficiency in team operational metrics and provide feedback to senior team members with process recommendations to improve efficiency within the organization.
  • Build a knowledge base of related products, technical expertise, and industry certifications.
  • Perform job-related duties as assigned.

 

WHAT YOU BRING TO THE TEAM: 

  • Associates Degree (or equivalent training) and/or Military training in electronics, networking, and telecommunications.
  • 3+ years of experience in Telecom trouble isolation and resolution.
  • Strong knowledge of the following:
    • Voice and Data circuits: ISDN, POTS, PSTN, DS1/T1, PRI, T3/DS3
    • PBX and IVR routing schemes, capabilities, and concepts
    • Tracing and debugging SIP protocol
    • Customer support call flows and network architectures
    • Telecom operations support (Carrier Ops, Call Processing, and Network Management)
    • TCP/IP, FTP, DNS Firewalls, security tools, and browser-based applications
    • RADIUS, LWAPP, Cisco ACS, Wireless security, and encryption (802.11i, WPA/WPA2, 802.1x), etc.
  • A self-starter with a positive attitude and passion to build team culture.

 
WHY BROADVOICE: 

We are a growing cloud communication company with a passionate team on a mission to inspire meaningful human connections. Our goal is to personalize the way we communicate so that no matter where work happens, our technology makes it brilliant for teams to connect with what matters most.  

 

Broadvoice has been recognized by Deloitte Technology Fast 500 and Inc 5000 Fastest Growing Private Companies. Our employees enjoy a comprehensive benefits packages including paid vacation and holidays, 401k matching, professional reimbursement, medical, dental and vision coverage, plus many other perks.  

 
Broadvoice is an Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform their job functions. If this position requires travel, you may be required to pass a drug screen. Broadvoice does not sponsor work visas.