• Responsible for installation, commissioning, calibration, and validation of company products • Liaise closely with Support Manager and Installation & Service Manager • Complete site documentation in a timely manner • Conduct annual calibration and alarm limit testing • Act as project manager on specific projects

• Lead the installation and configuration of Scanshare (Document Capture Solution) and associated workflow solutions from project kickoff through go-live. • Execute configuration, testing, and validation according to each project’s scope of work (SOW) and defined workflow requirements. • Build repeatable configuration templates and standardized installation playbooks to streamline future deployments. • Maintain detailed records of all implementations, including environment details, configuration notes, and troubleshooting steps. • Act as the primary technical contact for customers during the installation phase, ensuring clear communication and confidence throughout deployment. • Conduct functional acceptance testing with customers to verify workflow success before project closure. • Develop and maintain standard operating procedures (SOPs) and checklists for all major workflow types.

• Provide Tier 3 support for diverse network environments including Cisco, Fortinet, Palo Alto, ADTRAN, Juniper, Meraki, and HP/Dell switches • Troubleshoot advanced routing protocols: OSPF, EIGRP, BGP, MPLS, DMVPN • Support SD-WAN platforms (Cisco Viptela, Ecessa, Vergx) and wireless LAN controllers • Configure and troubleshoot voice services: SIP, PRI, Hosted PBX, TDM/IP interworking, Fax over IP • Collaborate with field techs and ISPs to resolve complex issues • Perform root cause analysis and implement long-term solutions • Analyze SIP traffic using Wireshark and other diagnostic tools • Maintain documentation and ensure SLA compliance • Design and implement network security solutions, including firewalls, VPNs, and intrusion detection/prevention systems • Develop and execute network migration plans for large-scale infrastructure upgrades • Conduct performance tuning and capacity planning for enterprise networks • Mentor and provide technical guidance to Tier 1 and Tier 2 support teams • Participate in on-call rotation to provide 24/7 support for critical issues • Contribute to the development of best practices and standard operating procedures • Evaluate and recommend new technologies to improve network performance and reliability

• Collaborate with other teams to ensure seamless integration of UCaaS services with clients’ existing IT environments. • Oversee the configuration, deployment, and troubleshooting of UCaaS systems based on Alianza Metaswitch platforms. • Ensure the UCaaS service delivery aligns with customer requirements, business objectives, and best practices. • Develop and maintain detailed documentation for UCaaS systems, configurations, and procedures. • Manage technical escalations and provide expert guidance to the engineering team in resolving complex issues. • Establish and monitor key performance metrics for UCaaS service delivery and improve service quality. • Coordinate with sales and customer support teams to ensure alignment and customer satisfaction. • Ensure compliance with SOC2 standards in all UCaaS operations, maintaining security, privacy, and data protection requirements. • Handle other duties as assigned by management.