Technical Support Engineer (EMEA)
What we offer
At the Technical Support Engineer position (EMEA) you will work individually, or in collaboration with the Patton product management, R&D teams, and your colleagues on solving technical problems of Patton customers in the EMEA region.  You will have an opportunity to participate in the extensive know-how exchange between support team members in the micro-multinational company allowing to learn quickly and progress in our excellence to serve customers.
Patton Electronics Co. is a company living and long lasting from a change. We have participated in many market, industry, and technology changes building from connectivity devices connecting “this-with-that”, to the carrier-grade Telecom equipment supported by Patton Cloud.  Thousands of customers worldwide use Patton VoIP products.  Looking ahead, the next opportunity comes with booming Internet of Things (IoT), which will provide similar interesting challenges as today’s VoIP market. This will allow you to extend your expertise to the field of next generation technologies.
What you do
  • Provide 2nd and 3rd Level Support.
  • Support Patton customers in their usage of Patton products including analyzing and resolving issues reported through phone, ticketing system and mail, applications consulting, solution design and development, training, troubleshooting, testing, and installation, and assisting with returns for repairs and replacements.
  • Work on open support cases.
  • Assess potential customer needs for solutions including preparation of detail specification of such solutions.
  • Cooperate with Product Management and R&D departments.
  • Support colleagues, channels, users, and partners by strong technical knowledge.
  • Perform interoperability tests with our various partners and supporting testing in projects and with carriers.
  • Learn new technologies and participate in the extensive know-how exchange with your colleagues.
The position requires occasional traveling within the region and other Patton offices.
What we expect professionally
  • Sound working knowledge of Internet protocols and data and telephony communications interfaces and technologies.
  • Working knowledge of Voice over IP (VoIP), SIP, H.323, MGCP.
  • Experience with Linux administration.
  • Experience with layer 2 switches, routers, firewalls.
  • Experience with Level-2 / Level-1 technical support (at least 3 years).
  • Experience with CRM, call tracking, and defect tracking systems.
  • Network monitoring using SNMP or tools like OpenView or MRTG.
  • Technical certifications such as CCNA, CCNP, MCSE, Network+, Server+, is plus.
  • Languages: Requested fluent in English and working knowledge of at least one of French, German, Italian, and Spanish languages; A working knowledge of third language is plus.
What we expect - personality
  • Passionate to learn and work.
  • Have a knack for technology.
  • Communication skills, and ability to explain technical facts in basic, common language both verbally and in written.
  • Learn the work flow easily when to escalate, how to evaluate situations objectively, how to consider risks and alternatives.
  • Judges situations rationally taking into account the necessary facts, information, and company policies / guidelines.
  • Solves problems in creative way, have a strong desire to help the customer.
  • Enthusiastic, hard working personality.
  • Enjoys working in a team-oriented environment and excels as a team player.
  • Ready for occasional travels within the region and to other Patton offices.

Sales: / +1 301 975 1000
Support: / +1 301 975 1007
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