Are you a Customer oriented and analytical problem solver? Do you love technical challenges? Then this role could be your next challenge! 

 

We are looking for a Customer Support Engineer, Level 1, to join our team! 

  

Enghouse Networks is a leading company in the telecom industry. 

We are strengthening our Customer Service team with a driven and motivated customer support engineer. 

 

As such, you will have an important and central role within our organization, as you will be in direct and daily contact with our clients. The job you do will matter! 

Key Responsibilities:

 

 Building and configuring new systems for deployment at customer sites (Staging).   Provide first and second level of support for products installed at customer sites.    Escalating complex technical issues product specialists either locally or in other Regional / Support Centres.·         Available to take part in 24 x 7 on call where typically include:      Handling customer support requests from initiation through to closure.       Troubleshooting problems, answering customer queries, handling configuration requests, and installing software updates.·         Support/Deployment of new/upgraded solutions within the operators’ network (On-site and Remotely)·         Projects implementation at customer sites (Hardware/Software installation, Product integration/configuration, customer training and testing)·         Project reporting and site documentation·         Logging and tracking Project or Support issues using Enghouse Helpdesk logging tool·         Writing statistics from supported products to Sales areas.·         Writing technical Operations and customer facing procedure documents·         Writing Unix Shell scripts.

Key Requirements:

University graduate, Computer or Telecomm engineer degree. Minimum of 4 years in an IT / Telecoms Support or Operations role. Working knowledge of Unix OS system administration, networking and routing protocols. Database administration (Linux, Oracle, MariaDB, MySQL, Databases in general). Solid understanding of mobile network protocols SIGTRAN, SS7, TCP, IP, SMPP & SNMP), infrastructure and architectures. Solid understanding of BSS (Business Support Systems) network protocols Diameter Gx Gy Ro S6a Sy, SCTP, IP, SMPP & SNMP). Skilled at working in tandem with a team of engineers, or alone as required. Strong awareness of networking and internet protocols, including TCP/IP, DNS, SCTP, SMTP, HTTP and distributed networks, including troubleshooting/tracing. Good knowledge of Cloud technologies and providers. Experience working with OpenStack, KVM, Linux/UNIX, Docker, Kubernets, Oracle, Azure and Amazon Web Services. Knowledge of web services, API, REST and RPC. Excellent communication skills. Good listener. Team player. Positive attitude is necessary. Able to keep a good relationship with customers. Flexible and cooperative. Fluency in English (verbal and written) communications is essential (an additional language is an advantage). Able to work under pressure and be quality oriented. Willing to Travel extensively on company business.

 

Applicants:

Interested candidates must be smart, solution driven and be capable of learning quickly in a fast-changing business environment.

 

Jinny Software is a wholly owned subsidiary of Enghouse Systems Limited (www.enghouse.com), headquartered in Markham, Ontario (Toronto), Canada and traded on the Toronto Stock Exchange (TSX) under the symbol “ESL”.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. Enghouse Systems is an equal opportunity employer.

Enghouse is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. 

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