BCM One

Support Engineer

BCM One

full-time

Posted on:

Location Type: Hybrid

Location: Herndon • Missouri • Virginia • United States

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

DNSTCP/IPVoIP

About the role

  • Identify, troubleshoot, and resolve customers' technical issues.
  • Work collaboratively with other teams to diagnose and find resolutions to escalated issues.
  • Create and update support tickets according to documented processes and procedures managing tickets assigned to completion.
  • Support international & domestic fraud monitoring.
  • Investigate and troubleshoot customer issues regarding the function of their Session Initiation Protocol (SIP) Trunk and associated services by reviewing SIP Messages / PCAPs and Call Detail Records.
  • Troubleshoot network, configuration, and connectivity issues related to VoIP services.
  • Investigate SMS/MMS issues by reviewing configuration and MDRs.
  • Other responsibilities as assigned.

Requirements

  • 4-year college degree or equivalent work experience in lieu of degree
  • 3+ years of experience isolating and identifying SIP messages
  • 3+ years of experience in a customer-facing role
  • Experience with VoIP, VoIP hardware, mobile and softphone applications, the OSI Model, TCP/IP, DNS, DHCP, IP routing, routers and switches is required
  • Strong analytical, troubleshooting and customer services skills (written and verbal)
  • Experience with multiple types of PBX or VoIP equipment
  • Proficiency with conveying technical ideas in writing
  • Confidence in making accurate, real-time decisions and excellent troubleshooting skills
  • A drive to earn and take on additional responsibility when the opportunity arises
  • Strong attention to detail and excellent follow-up skills
  • A positive and professional attitude
  • Must be dependable and exhibit a strong work ethic with team player mentality
Benefits
  • Comprehensive medical, dental, and vision insurance
  • Company-provided life and disability insurance
  • Matching 401 (k) plan
  • Employee Emergency Assistance Fund
  • Paid holidays and vacation time
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SIP messagesVoIPVoIP hardwaremobile applicationssoftphone applicationsOSI ModelTCP/IPDNSDHCPIP routing
Soft Skills
analytical skillstroubleshooting skillscustomer service skillswritten communicationverbal communicationattention to detailfollow-up skillspositive attitudeprofessional attitudedependability