Technical Support Engineer

Working knowledge of Windows server and client technology, ideally supporting web applications and services
Experience in creating, modifying and running databases queries (MS SQL and Oracle MySQL)
Network operations experience (firewalls, network security groups etc)
Experience with SIPREC and VoIP Recording
Experience running scripts from PowerShell or similar
Experience with web application and services configuration management
Efficient, effective and respectful communication skills both with customers and within internal departments
Excellent written and spoken English
Good listener, able to identify and validate assumptions
Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it
Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment
Multi-tasking and time-management to prioritize and switch between varied tasks
Focused and calm under pressure
Careful record keeping
Able to use initiative and to work effectively both independently and as part of a team
Experience with Logging and Recording Solutions

Provide 1st/2nd/3rd line engineering support to the product
Provisioning, deploying, patching and upgrading NRX/NIR Logging and Recording Solution including Inform, Screen Capture, TT911, Real Time Text (RTT), i3 Log Events and SIP Recording
Working closely with the deployment team to ensure successful deployment of software packages
Participate in multi-vendor digital forensic analysis in the event of a 911 call failure
Defining and implementing regular maintenance and health monitoring procedures
Work effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D
Take into account technical and commercial relationships with end users, partners and service providers
Deploy and provision systems to enable replication of customer issues to diagnose and repair without jeopardizing customer data or operations
Participate in a 24-7 Out of Hours call out rotation