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Technical Support Engineer


JOB TITLE: Technical Support Engineer
DEPARTMENT: Technical Services
DATE: 3/27/2018

SUMMARY:

Technical Support Engineer

AVST is seeking a highly motivated individual that is passionate about customer service. As an AVST Technical Support Engineer, you will provide tier 3 support to AVST business partners and end customers for the CX-E, CX-S (formerly known as CallXpress) and CX-H (formerly known as Repartee) products. You will work closely with software engineers and product managers to ensure a “Best in Class” approach to support delivery.

Responsibilities

  • Deliver telephone based support for client application questions or problems in the areas of system configuration/setup, product functionality and bugs/enhancements. This includes appropriate referral to other service areas, follow-up, testing and troubleshooting
  • Must have solid working knowledge of Microsoft server operating systems including Server 2008, Server 2012, and Server 2016.
  • Some experience with PBXs and telephony a plus.
  • Working knowledge of Red Hat Linux a plus.
  • Participate in a 24x7x365 on call rotation.
  • Performs all administration duties related to daily operations.
  • Serve as an escalation point for customer issues and enhancements to Development.
  • Coordinate the resolution of customer support issues with other departments within the organization.
  • Maintain documentation for procedures for incident correction.
  • Update and manage incidents in the CRM.
  • Monitor the CRM queue for incidents.
  • Be knowledgeable about AVST Service Level Agreements and adhere to them.
  • Other related duties as appropriate and required by your supervisor.

Qualifications

  • Must have experience troubleshooting PC hardware/software, and Window operating systems issues.
  • Several years’ hands-on technical experience with installation and service of business telephone systems or verifiable LAN technical experience including TCP/IP, other protocols.
  • Working knowledge with Microsoft Exchange or Lotus Notes desirable.

How to Apply


To apply for this position listed here, please e-mail your resume to evelyne.morin@xmedius.com for consideration.

Please make sure you refer to position Technical Support Engineer in the subject line.

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