New Grad Global Support Engineer_Converged Intelligent Messaging (CIM)

    • Job Tracking ID: 512052-649614
    • Job Location: Ottawa, CAN
    • Job Level: Any
    • Level of Education: Any
    • Job Type: Full-Time/Regular
    • Years of Experience: Any
    • 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 SUMMARY

Ribbon Product Support is looking for an enthusiastic and innovative individual to join its team of highly skilled engineers supporting Ribbon’s leading edge products. The team is responsible for resolving critical customer issues by working closely with R&D and assisting Tier 1 support organizations. The ideal candidate will enjoy working in a fast-paced, high-pressure environment on the leading edge of technology, working with some of world’s largest telephone carriers.  The right person will be one who is customer-focused, and passionate about solving problems.

 

POSITION RESPONSIBILITIES

The main focus of the role will be direct support of Converged Intelligent Messaging (CIM) product which provides Voicemail, Virtual Receptionist, Videomail and Fax services.

  • Prime the investigation and drive closure for customer issues within RibbonCare responsiveness guidelines.
  • Provide telephone, electronic, and on-site technical support assisting the Emergency Recovery (ER) group with product outage recovery and root cause analysis.
  • Work with all business functions (including Tier One and R&D teams) within Ribbon to drive resolution of customer issues and drive business requirements.

Experience and Skills:

QUALIFICATIONS

  • Excellent verbal and written communication skills.
  • Self-motivated, customer-oriented and able to work effectively in a time critical environment
  • Ability to manage multiple tasks or issues in a dynamic environment.
  • Problem solving skills, self-organized, effective time management, service and customer oriented attitudes are required.
  • Must be a team player with the ability to work individually.
  • Knowledge of TCP/IP, routing protocols, network debugging and analysis.
  • Knowledge of Linux/Unix systems
  • Knowledge of MySQL and PostGreSQL databases.
  • Knowledge of SIP protocol a plus.
  • Willing to learn new technologies; strong self-learning and self-motivation skills are required.
  • Software experience such as scripting, programming will enhance this candidature
  • Support on weekends and evenings for maintenance windows required on an ad-hoc basis.
  • 24/7 On call support required on a rotational basis.
  • Ability to work under pressure in critical situations while remaining focused.

 

EDUCATION AND EXPERIENCE

  • A BS degree in Electronics, Telecommunications, Information Technology, Computer Science, or Computer Engineering.
  • Experience with operating systems such as Windows and UNIX (Red Hat, Solaris, Linux) is required. Any experience or knowledge of VoIP, SIP, or other communications technology is a plus, but not required for this entry-level position.