Field Application Engineer - Singapore - ENVOY SEARCH PARTNERS PTE. LIMITED

ENVOY SEARCH PARTNERS PTE. LIMITED

Verified Company

Singapore

1 week ago

Posted by:

Wei Jie

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Responsibilities:

Provide technical assistance to customers through technical support, as well as Professional & Managed Services.
In a Technical Support capacity, own the entire problem resolution cycle, including effective diagnosis, reproducing issues in our lab, resolution of 2nd/3rd tier issues, and escalating to Engineering as needed.
In a Professional & Managed Services capacity, deliver design & implementation services, from initial customer engagement to live production service.
In a Resident Engineer capacity, be assigned to a specific customer for a predefined duration, to support the defined operations & maintenance activities.
Act as customer trusted advisor, consult customer about solutions options after understanding their needs & expectations.
Plan, manage, and execute the agreed deliverables for Professional & Managed Service offerings.
Accurately record customer issues and document resolutions.
Identify opportunities for improvement.
Maintain a thorough understanding and broad knowledge of product and service offers and solutions.
Perform remote & onsite services as required. May require travel to customer sites within the APAC region.
Deliver technical training/knowledge transfer to customers/partners as required.

Qualifications:

Bachelor's degree Engineering or University Diploma in Telecommunications, Electrical Engineering or Computer Science.
Solid understanding of IP Telephony Gateways, Session Border Controllers, and various VoIP signaling protocols (e.g. SIP, WebRTC, etc.) and TDM telephony protocols.
Solid understanding of Windows and Linux platforms.
Experience with Microsoft Environment
Unified Communications technologies
Teams & Skype for Business, Knowledge of Microsoft Azure & O365 design & administration, PowerShell, etc., will be considered a key advantage.
Microsoft certification in Unified Communications or Could services is preferred. Cisco voice certifications (e.g. CCNA) is an advantage.
Experience with both Enterprise and Service Provider environments is an advantage.
Excellent written & verbal communication skills in English. Additional APAC region languages is an advantage.
Solid customer service orientation and a passion for excellence.
Excellent diagnostic, troubleshooting and problems solving skills.
Ability to work in a fastpaced environment.
Some international travel may be required.