**Technical Support Specialist III**

Scottsdale, Arizona | Full Time **Required Competencies:**

* This position requires an employee that does well supporting end users on (web based) software programs, is personable and professional on the phone, has great patience, and requires little supervision.

* Must be able to communicate technical information in a manner that can be understood by non-technical individuals clearly.

* Responsibility for handling more complex customer problems that require in-depth knowledge of our network, systems, and applications.

* Advanced troubleshooting of SIP call flows, audio quality and network

* Investigate large scale Production impairments and conduct defect analysis upon request.

* Ability to adapt quickly to changing priorities in a dynamic troubleshooting environment.

* Ability to operate independently of direction while still contributing to a team.

* Create detailed technical test plans.

* Coordinate, execute, and document testing that may include vendors and end users Staff mentoring and subject matter training and defect analysis as requested by Operational personnel.

* Strong knowledge of routing and switching

* Advanced troubleshooting of various circuit types

* Perform liaison role between Support Engineer andNetwork/Voice Engineer

* Coordinate efforts to diagnose and troubleshoot systemic issues amongst other teams within Advanced Operations or in other departments.

* Assist in process development, improvement, and documentation

**Specific Requirements:**

* Strong knowledge of technologies such as SIP, RTP, Wireshark, QoS, COS, various codecs.

* Demonstrated ability to analyze issues and identify root cause to correctly resolve.

* Advanced knowledge and experience with network troubleshooting including LAN/WAN, Routers, PBX, Firewalls, Switches, TCP/IP.

* Advanced knowledge and experience troubleshooting various technologies including BGP, MPLS, T1, VRF.

* Ability to configure and troubleshoot Cisco and/or Adtran devices using CLI.

* Experience with consultation and design of small business to enterprise networks.

* Knowledge and hands on skills with Unix and Linux is required.

* Technical certifications such as Cisco, Broadsoft, Linux, etc.

* Experience with BroadWorks Systems a plus

* Bachelors Degree in Computer Science, Engineering or related fields

**Alternate Location:** Remote

**EEO Statement**

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

**Disclaimer**

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.