Designs, implements, certifies, and manages on-premises and cloud-based connectivity and communications solutions. Provides Tier 3 technical support for SD-WAN, networking, VoIP, and related products; troubleshoots complex customer and partner issues; tests hardware and software; performs user acceptance and API testing; and develops documentation, training, and engineering handoff materials. Collaborates with customers, vendors, sales, product, engineering, project managers, and support leadership.
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If you're passionate about making an impact, collaborating with forward-thinking teams, and being part of a company that values your voice, you’re in the right place.
We’re thrilled you’re exploring this opportunity with us — take a look, imagine the possibilities, and let’s shape the future of connectivity together.
Job Description Summary:
The Customer Operations Engineer will be responsible for certifying, designing, implementing, and managing both on-premises and cloud-based solutions that represent the reliability, scalability, and security of our products. Fusion Connect’s Customer Operations Engineering Tier 3 team is comprised of highly skilled employees with best practice experience and flexibility in moving between roles, responsibilities, and direction from multiple sources. Your expertise will be utilized for engineering and implementing intricate designs, resolving complex issues at a Tier 3 level, and supporting lower tier support groups. This valuable role is required to meet all operations/engineering needs of the business.Job Description:
Essential Duties and Responsibilities include the following (other duties may be assigned):
- Provide expert real-time inbound/outbound support to Field Engineers, Customers, Partners, Third-Party Vendors, and internal Fusion organizations for the installation, support, and certification of Fusion’s cutting-edge Products and Services.
- Work collaboratively with Project Managers/Implementation Coordinators and Support Leadership to install/support a variety of SDWAN services and equipment, including Meraki, Velo, Fortigate, EdgeMarc, Adtran, Cisco, Polycom, BroadSoft, and more.
- Independently test hardware/software for new and existing products. This includes processes, documentation, and training to include but not limited to Full Product Certification, User Acceptance Testing, API testing/troubleshooting.
- Create Process Documentation/Training and Engineering Handoff Documents that support ongoing learning and troubleshooting.
- Work closely with Customers, Product, Sales, and Engineering to solve any technical challenges
Knowledge, Skills and Abilities Requirements:
- Strong analytical thinking and problem-solving skills
- Strong teamwork and communication skills
- Ability to work under pressure, and to make calculated decisions
- Ability to manage multiple tasks/priorities and act quickly in a fast-paced environment
- Ability to develop and document detailed lab test plans and reports.
- Knowledge of IP related protocols such as OSPF, BGP, and MPLS (MP-BGP/RSVP/LDP).
- Knowledge with Microsoft Teams and Cisco Webex, with integration with VoIP CPE’s.
- Trustworthy work ethic and ability to work independently.
- Virtual Cloud Infrastructure experience such as VMWare Vsphere.
Expert knowledge of the SIP protocol and applications (hosted PBX, SIP trunking, etc.) desired.
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