Technical Support Engineer

So, what’s the role all about?

Primary focus is deploying, maintaining and supporting NYC NexGen 911 Logging and Recording Solution for the 911 system.

Assisting product teams to successfully introduce new products/versions. Champion supportability and preventative action on behalf of the customer.

How will you make an impact?

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

Have you got what it takes?

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. Including; 
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 
(Optional) Experience to Azure Portal and familiarity with Azure services 
Technical writing skills 
Experience querying Web API’s 
Experience of configuring Application Monitoring and Dashboards