Skip to Main Content
← Back to Jobs

Technical Support Engineer

Glotel Inc Fremont ,CA
  • Posted: 15 days ago
  • $40 to $50 Hourly
  • Contractor
  • Benefits: dental, life_insurance, medical, vision, 401k
Job Description

 Technical Support Engineer - Voice/MAC

Note: The On-Site technician supports all voice systems including wired and wireless solutions. (Ascom, Cisco, SpectraLink, Cell Phones (AT&T/Verizon) Cyracoms)

*Incident Management
*Managed Services – Incident Management Included Billable
*rocess is intended to restore "normal" service operations as quickly as possible, minimizing any adverse impact on business operations or the user.
*Incident identification
*Event received from Monitoring or Customer ticket request
*Acknowledge Event
*Incident logging
*Open incident case - Assign category and prioritization to ticket
*Incident investigation and diagnosis
*Analyze incident - Tier I and II triage
*Able to fix - Yes
*Inform Customer - set-up bridge
*Perform resolution activity
*Recover Service and resolve case
*Close Case
*Inform Customer - set-up bridge
*Reassess and/or reclassify incident - create action plan
*Join OEM, ISP, or partners for additional triage
*Update, Track & communicate case with Customer
*Escalate as required
*Inform Customer - set-up bridge
*Perform resolution activity
*Recover Service and resolve case
*Close Case
*Parts Replacement / Technician Dispatch
*Vendor will coordinate OEM dispatch of support personnel to support troubleshooting and the delivery and replacement of any covered parts found to be defective.

NOTE: Access to manufacturer escalation support and access to patches and software for the covered systems is required.

Unified Communications - Moves, Adds, and Changes include:

*Technician will create and maintain documentation for the following

  • Additions and deletions of users (MAC’s)
  • Modification or Creation of Class of Service or Class of Restrictions
  • Modification or Creation of phone system templates, buttons and soft key
  • Provide user access to voice systems
  • Manage and maintain user data files
  • Manage and maintain system security (roles and permission) as defined by Customer
  • Provide and manage voice mail access
  • Management and maintenance of voice systems backup processes
  • Manage and maintain Dial Plan
  • Manage and maintain Network Regions
  • Manage and maintain basic Project Work
  • Full Release / Major Upgrade
Company Description
Founded in 1989, Glotel opened its doors as a telecom staffing provider. Today, Glotel has evolved into a niche brand operating at the intersection of IT, engineering and communications to optimize our clients.

Glotel Inc

Why Work Here?

We are the "Premiere" Telecom staffing provider!

Founded in 1989, Glotel opened its doors as a telecom staffing provider. Today, Glotel has evolved into a niche brand operating at the intersection of IT, engineering and communications to optimize our clients.

Address

Fremont, CA
USA

Website

What email should the hiring manager reach you at?

By clicking the button above, I agree to the ZipRecruiter Terms of Use and acknowledge I have read the Privacy Policy, and agree to receive email job alerts.

What email should we contact you at once we get salary info from the hiring manager?

By clicking the button above, I agree to the ZipRecruiter Terms of Use and acknowledge I have read the Privacy Policy, and agree to receive email job alerts.

Our qualification feature is only available to registered members - what email address would you like for us to keep on file?

By clicking the button above, I agree to the ZipRecruiter Terms of Use and acknowledge I have read the Privacy Policy, and agree to receive email job alerts.