Snom Published: March 8, 2017
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Job Type
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Company telephone
+ 44 (0) 1746769580
Job Location
UK - Field based

Description

Job Details

Employment type: Full time

Job Location: UK, field based

Department: Support & Professional Services

Reporting to: Head of Support & Professional Services

 

Activities and Responsibilities

General:

  • Maintain and improve technical knowledge on Snom products and VoIP/Networking
  • Work internally with Product Managers, Development, and QA teams to report issues, feature requests and product improvements
  • Meet key customers during pre-sales, tech support and troubleshooting activities
  • Provide training to partners and customers

Technical support:

  • Provide 2nd/3rd level support to Snom partners through the ticketing platform
  • Proven advanced troubleshooting skills on telephony, data and their applications
  • Identify and reproduce customer issues in a laboratory environment
  • Work with 3rd party inter-op partners to identify and solve issues within agreed timescales

Pre-sales:

  • Provide pre-sales support and consultancy with key partners
  • Work with sales team to help, identify and discuss relevant projects and customers

Training:

  • Provide and deploy product training for partners and key customers
  • Customize and adapt training material to fulfill specific needs and requirements

Support Documentation:

  • Help the support team producing forms of Documentation
  • Work on knowledge base articles

Knowledge and Skills:

  • Excellent communication skills, verbal and written in English. Second language would be an advantage
  • Excellent troubleshooting skills using a methodical approach
  • Ability to work effectively with customers at various technical and management levels
  • Must possess good organizational skills, and the ability to manage several on-going tasks
  • In-depth knowledge of SIP/VoIP Telecommunications, networking (Voice and Data), data networking architectures and IP Telephony Architectures
  • Good knowledge of SIP troubleshooting tools (Wireshark / Tshark, SIPp, etc.)
  • Working knowledge of Linux and Windows
  • Good knowledge in one of the following programming language: Bash / Shell scripting, Python, PHP, Go
  • Skills on modern containerization technologies (Docker, LXC, ...) would be an advantage

Education and Experience:

  • Minimum four years experience in IP
  • Ideally, degree or equivalent in Engineering or Applied Science
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