Technical Support Engineer at CallCabinet Corporation

About the job

• At CallCabinet, we attribute much of our success to the strength of our team members. To build on this momentum, we’re searching for a highly qualified Technical Support Engineer to complement our growing team. From day one, this individual will provide 1st/2nd level technical support and assistance for our client base creating a valuable relationship by listening to our customers and championing their needs. The Technical Support Engineer must have experience within a Linux networking environment, be an organized multitasker with the ability to handle many diverse technical support projects at once. The ideal candidate will have prior experience with a wide range of technical functions, must be a self-starter committed to learning quickly, a passionate problem-solver, a sharp thinker that can quickly understand and resolve technical issues, the ability to perform necessary programming, and dedicated to ensuring every customer gets top priority status resolution to their support issues. This team member will work remotely and predominantly engage with our US customers with the preferred hours of Monday through Friday from 7 am to 3 pm EST/ 1 pm to 9pm SAST. Remuneration will be in line with qualifications and experience.

Job Responsibilities/include but not limited to:

• Provide Level I and Level II troubleshooting support assistance for our global customer base.
• Track and document trouble tickets.
• Troubleshoot, diagnose, and resolve technical problems remotely with full focus on customer service.
• Monitor Network health and create work-orders to address problems of user requests.
• Ensure that all help desk calls are treated with the utmost courtesy, and they are quickly and effectively resolved.
• Assist with the training and orientation of customers’ new user staff.
• Work closely with other members of the support team, Product Management, and R&D to troubleshoot and resolve issues or feature requests as they arise.
• Act as a member of the “Live Chat” team and assist and resolve technical questions or issues as they arise.

Qualifications:

• Applicants should have a degree in Information Technology and at least three years of experience in a relevant Technical Support position.
• Extensive experience working in Linux network environments.
• A service-oriented attitude with the patience and resolve to do what it takes to get the job done correctly and satisfy the customer.
• The ability to pick up new technologies easily and to become proficient quickly.
• The ability to manage technical requests with minimum oversight.
• Experience working within a fast-paced environment and engaging with all levels of management.
• Preferred experience with VoIP phone systems and support.
• Excellent communication skills with the ability to clearly articulate complex and technical instructions to customers.

Preferred Skills/Technologies:

The below technologies are a significant part of the Technical Support team’s daily functions. Experience working with the below technologies is not required, but the CallCabinet team would consider an individual with working knowledge of some or all of these technologies a huge plus!

• Zendesk
• Telephony systems (Microsoft Teams, Cisco, Broadsoft, etc…)
• SIP Signaling
• Microsoft Azure network
• Windows networking experience
• WinPcap