About the company:

Fuze is a global, cloud-based unified communications platform that empowers productivity and delivers insights across the enterprise. Enabling simplified voice communications, flexible video conferencing, and always-on collaboration. We are headquartered in Boston, MA with offices and customers worldwide. A fast-growing company, with a superior solution, in an industry that is struggling to meet the demands of the evolving unified communications as a service (UCaaS) market. Our solution encompasses smart communications technology, that enables the workforce to truly work from anywhere. We enable the modern, mobile workforce to seamlessly communicate anytime, anywhere, across any device.

About the Role:

Due to the nature of our technology, which operates across any existing environment, we are dependent on the customer’s network being optimized for our services. Fuze is seeking qualified applicants to join our Network Support Engineering team. You will assist with optimizing and troubleshooting our customers network problems, so our services run seamlessly. We are growing our team in Boston and this role will be part of the global customer support organization, with a focus on the Americas region. The ideal candidate will have hands-on experience supporting networks in an enterprise or service provider environment.

Requirements:

• Work as a Network Support Engineer in Fuze’s Technical Assistance Center Tier 3 team
• Work with other support teams in a coordinated effort to resolve customer problems, being a subject matter expert on network troubleshooting
• Own and manage customer issues escalated to the Network Support Engineering team
• Using general, as well as technology specific network troubleshooting techniques to quickly diagnose issues and optimize customers networks
• Command, own and drive escalations effectively
• Be comfortable interfacing directly with the customer and business partners
• Ability to thrive in fast-paced, continuously evolving, environment
• Participation in after-hours or on-call rotation may be required
• Highly motivated / self-starter, must be able to work independently

Qualifications and experience:

• Strong VoIP/SiP troubleshooting experience over both UDP and TCP
• Strong WAN/LAN troubleshooting experience, including VLAN, 802.1q, CDP/LLDP. DHCP Options, Spanning-Tree, Authentication (802.1x), MTU and MAC filtering
• Solid understanding of firewall concepts, including NAT, IP & TCP/UDP-based ACLs and Policies, Session Timeouts, ALGs
• Experience with data networking at the CLI (e.g. Routers, Switches, Firewalls; specifically, Cisco, Adtran, Juniper)
• Experience with QoS, CoS and DSCP/IPP tagging
• Ability to perform and understand output of packet captures in regard to SiP and RTP messages
• Knowledge of WAN media including T1/E1-based circuits, Ethernet circuits, knowledge of WAN protocols including PPP, Frame Relay, Ethernet, encapsulated Ethernet, knowledge of MPLS
• Strong static and dynamic routing experience, specifically EBGP; basic understanding of policy-based routing is a plus, experience in OSPF and EIGRP a plus
• Experience with PBX functionality or in Telecom - SIP, VoIP
• Understanding of firewall concepts, including NAT, IP & TCP/UDP-based ACLs and ACPs
• Experience with data networking concepts such as configuring routers, switches, firewalls; specifically: Cisco, Adtran and Juniper
• Basic understanding of QoS, CoS and DSCP/IPP tagging
• Knowledge of WAN media including T1 -based circuits, Ethernet circuits
• knowledge of WAN protocols including PPP, Frame Relay, Ethernet, encapsulated Ethernet

Preferable but not essential:

• Basic knowledge in Digium’s Asterisk
• Experience in provisioning Polycom, Avaya, Yealink phones
• Experience in SIP trunking
• Experience in Analog Media Gateways (aka ATA)
• Experience with VoIP over WiFI

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