Enghouse Networks Tier 2 MSE Maintenance Services Engineer
Enghouse Networks provides highly skilled technical personnel that are well versed in Maintenance Support, Engineering, and Installation practices.
The overall goal is to provide an elite level of Customer Support working directly with our end customers and partners.
The Enghouse Networks Maintenance Services Engineer who will support the Dialogic product line (Control Switch, SBC, MGWs, G5X Signaling & BFX) will work closely with other internal Departments and Enghouse end customers daily.
Any full time or part time contracted employee would be asked to carry the following tasks :
Enghouse Networks Tier 2 MSE Maintenance Services Engineer can be based as a Remote Employee, within the Americas Region, supporting all US, CALA based customers.
Primary Tasks for the Enghouse Regional Tier 2 MSE Maintenance Services Engineer are
Tier 2 Ticket Support Dialogic Control Switch, SBC, MGW xMS MGW Management products
Coordinating with our Global Tier 1 team in India to accept assignments to Tickets for customers in the Americas Region
Tickets will be managed and updated in the Enghouse ISM Ticket system (Demonstration to be provided)
Work all assigned Tickets in a timely manner
Maintain Customer Remote Access, and document all access methods
Prioritize escalations as they arise, and communicate to Management, issue updates, and make requests for escalation as needed from Management.
Escalate Tickets to Tier 3 as required. Tier 3 MSEs are asked to do all possible analysis before submitting any request to the India Tier 3 team
Product Defects will be entered by the Tier 2 MSE Maintenance Services Engineer into the Engineering TFS system
Product Feature Requests, once established and verified to be FRs, will be submitted to the Sales team. The Sales team will submit all FRs to the Product Line Manager.
Software Upgrade Management Dialogic Control Switch, SBC, MGW xMS MGW Management products
Schedule and perform Software Upgrades for customers whose contract requires Enghouse to perform these upgrades. Software Upgrades are typically scheduled for late evening and early morning Maintenance Windows.
Some weekend work is expected for both Software Upgrades and any critical traffic impacting customers’ needs.
Maintenance Internal Lab Management Dialogic Control Switch, SBC, MGW xMS MGW Management products
Maintain a working Internal US based Maintenance Lab, which will contain the following products located at the remote Enghouse DataCenter
HP DL380 Control Switch, HP DL380 SBC HA pair, X86 Based CS Elements, BN4000 Aquarius HA Pair, Edge Media Gateways, Edge Media Server, and all Virtual products;
Virtual Control Switch, Virtual SBC, Virtual xMS, Virtual BFX, and Virtual G5V.
Remote connection and troubleshooting can be done via the Enghouse IT team
Tier 2 Overall Customer Management for Regional Customers with Dialogic Control Switch, SBC, MGW xMS MGW Management products
Schedule, facilitate, and manage weekly or bi-weekly conference calls with Major regional Customers. These periodic calls should be used to A) Review all Open Tickets B) Open Q&A c) Relay any relevant news about the products and / or New SW Releases.
Patriciate in Bi-Weekly Meetings with the India Tier 3 team. Be prepared to list all priority Tickets and issues in order of importance.
Follow Tier 3 guidance and continue communication to the customers and management.
Participate in Pre-Sales meetings with customers as needed, upon Request from Sales or Management
Tier 2 Regional 24x7 On-Call Support
At this time, this is a voluntary only service, which can be discussed with Management.
Additional Tasks May be Requested of the Regional Tier 2 MSE
Pre-Sales Product Trial Support
Assist or lead in New Product Trials of the Dialogic product line (Control Switch, SBC, MGWs)
New PO Project Deployment Installation, Commissioning, ATP, and Professional Services
Participate in new project Kick Off meetings
Act as the Lead Technical point of contact for assigned projects
Assist or lead the Technical Planning
Assist or lead the Technical Documentation of the project both for planning, documentation, and As Built documents for future handover to Maintenance Support
Assist or lead in the Onsite or Remote Installation and Commissioning of Dialogic product line (Control Switch, SBC, MGWs, G5X Signaling & BFX)
Assist or lead in the Acceptance testing completion
Assist or lead in any Professional Services for daily operation support purchased
Assist or lead in any Professional Services for traffic migrations purchased
Participate in periodic project meetings
Deliver Product Training courses for the Dialogic product line (Control Switch, SBC, MGWs, G5X Signaling & BFX)
Training includes preparation for delivery of the courses and review of all training material
General Expectation of the Enghouse Regional Tier 2 MSE Maintenance Services Engineer are
Recognized within his / her department for technical strength in the key domain(s) of knowledge
Good interpersonal skills with customers
Complete knowledge of all aspects of the product line. Can install, configure, turn up and operate the product without assistance from others, for all system topologies
Good knowledge of partner products, with the ability to install, configure, turn up and operate such products, occasionally with some assistance from the partner
Extremely high quality of work
Demonstrates drive to identify all customer support issues in advance, so that they will not become problems for the customer
Ability to troubleshoot field problems, and to suggest potential causes of problems that are identified in the testing cycle.
Ability to zero in on a general area of the problem, for easier debugging by QA / development team
Strong record of delivery without handholding
Constructs and follows through to completion customer support activities, with the goal of overall customer satisfaction
Consistent record of attention to detail and follow through in trouble tickets customer issue resolution
Works effectively with all other engineers in his / her group as well as other groups
Works effectively with engineers in QA and development teams
Actively encourages technical participation from team members on his / her project
Mentors members of his / her project team
Preferred Education and Background
The Ideal Candidate with A Minimum Of 5 Years Experience in Implementing and Supporting Voice Telephony Deployments (Traditional TDM And VoIP) With Both Vendor Experience and Service Provider Background.
Must-Have Experience in Class 4 (Class 5 Environments is a bonus) and Strong Skills In TDM, SS7, ISDN, TCP / IP, And VoIP Protocols (SIP &H.323)
Prior Dialogic SoftSwitch and SBC experience are Highly Desired. Strong Customer Relations Skills Are Required.
BS in Computer Science or Related Field or Equivalent Technical Training and Work Experience.
At this time, due to COVID-19, no company travel is permitted without special approval.
Request availability for future ability to Travel considered minimal, post-Covid-19 situation (