Technical Support Rep 2 (Netsapien / MS Teams)

SUMMARY
The Technical Support Netsapien/MS Teams Rep 2 will be integral in the support of existing Netsapien and MS Teams customers and their integration with enterprise cloud solutions. They will use Office 365 and customer Microsoft O365 Teams tenants. A successful candidate will be a strong technical leader, a self-starter, and someone with a background in Netsapien PBX and MS Teams Tenant support.
The Technical Support Netsapien/MS Teams Rep 2 will work with Tier 1 and Support Engineering to support customers on our Netsapien and MS Teams platform. This role is ideal for someone who has at least two plus years of experience in Netsapien platform support as well as MS Teams Tenant Support. You will help our customers as they transform the modern workplace with the latest offerings. This role is customer facing and requires excellent communication skills and a commitment to providing the highest quality customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES

• Support customers in a technical call center environment
• Responsible for supporting Netsapiens PBX front end, support basic and advanced feature requests and troubleshoot VOIP issues
• Responsible for deploying, supporting and troubleshooting
  • Dial plans
  • O365 SBC domains
  • Teams voicemail
  • Voice Routing Policy
• Microsoft end-user device support
  • IP Phones, Softphones, etc.
• Microsoft O365 Tenant Support
• Running PowerShell and automation capabilities
• Adhere to Momentum Telecom Company and department policies and procedures
• Maintain acceptable performance according to published standards
• Demonstrate ability to work effectively with other team members
• Demonstrate exceptional customer service behaviors such as: being friendly and caring, listening, empathy, diffuse upset customers, providing customers with accurate troubleshooting processes and information.
• Manages open customer tickets to ensure resolution or appropriate escalation to other work groups.
• Contributing to the accomplishment of individual, team and center customer performance goals.
• Participate in on call rotation to include working after hours and weekends as needed

EDUCATION and EXPERIENCE
• Understanding of IP routing
• Knowledge of SIP and VOIP technologies and hardware (SIP, TLS/SRTP)
• Understanding of Microsoft Teams and Teams Admin Center
• Understanding and experience with Power Shell
• Proficient in the installation and maintenance of Microsoft Teams required

• Relevant certifications strongly preferred:
  • MS-900 & MS-700
  • ITIL v3 Foundation
• 5+ years in a technical field, 2+ years supporting Netsapien PBX, and 1+ years focused on Microsoft Cloud Services
• Direct Routing for Operator Connect experience
• Hands on experience with Certified Microsoft SBC (i.e. Audio Codes, Cisco, etc.)
• Understanding of Microsoft licensing and how the different tiers apply to different organization
• Strong understanding of QoS
• High school graduate, some college or technical troubleshooting experience required.

KNOWLEDGE SKILLS AND ABILITIES

• Experience in a customer facing or customer support role with troubleshooting and problem-solving experience in a team environment
• PowerShell - basic scripting knowledge
• Desired background in VoIP, PSTN converged voice and data IP communications packages, VoIP Hosted PBX, SIP Trunks
• Ability to analyze and resolve complex business and technical issues
• Excellent technical documentation skills
• Strong verbal and written communication skills.
• Willingness to work flexible hours as agreed with direct supervisor and upper management
• Experience with handling and maintaining highly confidential information
• Ability to work in a fast-paced and complex environment

JOB CONDITIONS
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job requirements include:

• Some shift work required for evenings and weekends, some overtime is required.
• Required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk and hear
• Occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl
• Occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus
• Must be able to speak clearly

OTHER
Employee must be available to work overtime as required, be able to travel for conferences, seminars, and other off-site functions and must adhere to Company policies and procedures. Regular attendance is essential (i.e. is consistently at work and on time).