Ribbon Technical Support Engineer - Level 2

    • Job Tracking ID: 512052-641330
    • Job Location: Mexico City, MEX
    • Job Level: Mid Career (2+ years)
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Years of Experience: 2 - 5 Years
    • Starting Date: ASAP
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Job Description:

About Ribbon:

Ribbon Communications is a company with two decades of leadership in real-time communications. Built on world class technology and intellectual property, the company delivers intelligent, secure, embedded real-time communications for today’s world. The company transforms fixed, mobile and enterprise networks from legacy environments to secure IP and cloud-based architectures, enabling highly productive communications for consumers and businesses. With 64 locations in 27 countries around the globe, the company’s innovative, market-leading portfolio empowers service providers and enterprises with rapid service creation in a fully virtualized environment. The company’s Kandy Communications Platform as a Service (CPaaS) delivers a comprehensive set of advanced embedded communications capabilities that enables this transformation. To learn more, visit ribboncommunications.com.

Position Title:

Ribbon Technical support engineer Level 2

Location:

Mexico City

Position Summary:

 

 

POSITION RESPONSIBILITIES

  • Comply customer’s signed Service Level Agreements (SLAs) by delivering accurate, timely and high quality solutions. RTS engineers belong to an international team responsible for correcting all non-product defect issues in accordance to SLA.
  • Documenting all technical activities in a database ticketing system that allows customers to open and follow up failure reports. Once cases are solve, they will be close according to customer approval.
  • Breadth of knowledge in data networks, including 3rd party devices, is required to isolate issues quickly in complex and sophisticated networks.
  • Extensive knowledge of multiple Carrier VoIP, applications and unique customer networks across Ribbon portfolio will be learn to ensure timely and accurate fault isolation and resolution.
  • RTS engineer will interface directly with external customers, other vendors and Product/Design teams when software fixes are required. Excellent English language skills are essential to achieve an effective communications with customers and Ribbon internal teams.
  • Attend direct calls from customers reporting failures and work with them on getting solutions according to the reported severity. RTS engineer will normally provide assistance via phone, email/IM by remotely accessing customer networks.

RTS engineer is responsible of ensuring customer reports resolution, updating promptly and timely following high quality documentation standards to meet customer and corporate standards

Experience and Skills:

 

EDUCATION AND EXPERIENCE

  • A BS degree in Electronics and Telecommunications, Information Technology, Computer Science, or Computer Engineering is a requirement.
  • Position requires strong English communication skills as well as the ability to work effectively as part of an international and multicultural team.
  • Experience with operating systems such as Windows and UNIX (Red Hat, Solaris, Linux) is required.
  • One to two years of experience support communications technology and customers is required for this mid-level engineer position. Some experience with SIP, VoIP, IP, or other telecommunications protocols is required. Experience with GENBAND or Sonus equipment is a plus.
  • Problem solving skills, self-organized, effective time management, service and customer oriented attitudes are required.
  • Develop the ability to work under pressure by having a strong attention to details on complex and critical situations while remaining focused.
  • Willing to learn new technologies and deepen on customer networks knowledge; strong self-learning and self-motivation skills are required.
  • As a mid-level engineer, progress through training material and work with assigned mentor to solve customer issues. The engineer will be expected to progress through the training quickly and work independently within a six month timeframe.