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  • Beer Sheva, Israel
  • Full-time

Description

AudioCodes is a global company with an enduring commitment to the foundation of all human communications - voice. We design, manufacture, and sell advanced Voice-over-IP and converged VoIP and data networking products, applications and professional services to enterprises, medium and small business, as well as to service providers globally.

At AudioCodes, we recognize that our strength as a company comes from the unique talents that each of our employees brings to the table. After all, they are our most valuable assets. As such, we strongly believe that the only way to keep ahead of the curve and successfully meet the challenges of the 21st century is to invest heavily in our team. At the same time, through carefully tailored guidance and nurturing, we encourage each employee to continually strive for professional excellence, achievement, and real personal development. We offer a flexible and collaborative work environment, along with career growth opportunities

The Emergency Technical Assistance Support engineer candidate will be a part of a R&D group, responsible for the development of Voice AI solutions. As experienced engineer he will be expertizing in Cloud SaaS and on-prem deployment and maintenance of our products, as well in assisting corporate Support teams with escalated to R&D, complex and critical field issues solving. As part of the job he will be also contributing to continues improvement of our deployment and troubleshooting tools, procedures and documentation. He must be comfortable working with corporate Support, partners, and 3rd party providers, and able to support and lead corporate Support teams through troubleshooting processes and project delivery activities. Successful candidate must be able to adapt to new/changing requirements therefore flexibility and independence is required. 


Responsibilities:

  • Assist corporate Professional Services engineers with escalated or non-standard deployments 
  • Assist corporate Field Support engineers/Professional Services in solving field issues escalated to R&D
  • Take a part in ETAS 24/7 On-Call routine, being on-standby to provide emergency assistance to Support Teams 
  • Manage internal problem resolution lifecycle, including effective diagnosis, reproducing issues in our lab, resolution and\or involving Developers as needed.
  • Perform daily monitoring of escalated Field issues. Provide instructions to Support teams and document steps and resolution as needed.
  • Identify opportunities for improvement. 
  • Work closely with DevOps on improving tools, procedures, and documentation
  • Deliver technical training/knowledge transfer to corporate Field Support/Professional Services/Partners as required.
  • Create, maintain, and update our Deployment and Troubleshooting documentation.


Requirements

  • BS/MS in Computer Science/Electrical Engineering or Relevant Military background
  • Experience with Cloud on administration level. Azure is a key advantage.
  • Solid understanding of Windows and Linux platforms.
  • Experience with Microsoft Unified Communications technologies - Skype for Business & Teams. Knowledge of Microsoft 365 design and administration, PowerShell, etc., will be considered a key advantage.
  • Microsoft certification in Azure Administration and\or Unified Communications preferred
  • Basic understanding of VoIP signaling protocols (e.g. SIP)
  • Excellent written and verbal communication skills.
  • Solid customer service orientation and a passion for excellence.
  • Excellent diagnostic, troubleshooting and problems solving skills.
  • Ability to work in a fast-paced environment.

Required Skills and Experience

  • Strong experience in cloud providers & virtualization (Azure/ AWS / VMware / Hyper-V)
  • 2-3 years of proven practical experience with Network / System 
  • Strong knowledge of Windows OS and Linux. 
  • Experience with relational databases (MySql / SqlServer / Oracle)




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