ShoreTel Technical Support Engineer in Austin, Texas

ShoreTel is searching for a Technical Support Engineer to join our team in Austin TX. The Technical Support Engineers (TSE) provide networking and server support over the phone and are the liaison between customers and ShoreTel teams. This is an outstanding opportunity for a Technical Support Engineer who has a passion for being on the front line talking with customers, troubleshooting and resolving their hardware and software questions. If providing excellent customer service is important to you; if you pride yourself on your verbal and written communication skills, then we want to talk to you!

We provide an excellent training program to assist you in gaining the knowledge and experience that is needed to support our cloud based product.

If all this sounds exciting to you then follow link to hear more about ShoreTel from our CEO, Don Joos: and see why it’s an exciting time to join ShoreTel.


  • Focus on rapid identification and resolution of customer issues
  • Provide first level support to ShoreTel partners and customers
  • Answer questions and perform initial triage on problem reports
  • Document each customer interaction using our ticket management system
  • Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA)
  • Provide ongoing, regular updates to customers to keep them apprised of progress toward problem resolution
  • Participate in the creation of proactive measures to anticipate and/or remove the need for traditional service and support
  • Technical assistance for hardware, software and/or applications
  • Partnering to create and update technical documentation
  • Providing onsite installation and other professional services as needed
  • Meet various SLA requirements based on measurable metrics
  • Participate in off hours and on call support including rotational swing, graveyard Requirements:

  • Experience with MS Server 2003 or 2008

  • Must be a team player with excellent collaborative skills
  • Demonstrates strong problem solving skills
  • Excellent written and oral communication skills in English
  • A working knowledge of VoIP, related protocols, and standards preferred
  • 5 or more years’ experience/knowledge of data networking
  • Knowledge, understanding, and practical application of technologies, protocols, and related standards including layer 3 switching (OSI model), TCP/IP, ethernet, LAN, WAN, and IP routers
  • 5 or more years’ experience and knowledge of telephony protocols and interfaces, T1, E1, PRI, QSIG, and analog trunking
  • A complete understanding of the technologies and protocols that are required to deploy and manage a distributed architecture e.g., numerous devices connected across an IP network
  • Experience/knowledge of the contact center environment, including call flow, CTI integration, reporting and work force management
  • A complete understanding of current telephony applications and the vendors that supply the applications including collaboration and conferencing, ACD, IVR, and CTI, IM
  • Knowledge, understanding, and practical application of basic computer systems including disk management, file systems, memory management and related concepts
  • Fast learner able to come up to speed rapidly on new technologies
  • Your background should include experience in the high tech environment, preferably in the telecommunications industry. Experience working at companies such as Cisco, Nortel, Lucent, and Aspect or others providing services in the VOIP, PBX and data communications fields is a plus. Your experience should also include a successful track record of working on multiple cases within the same time period Education:

  • Bachelor’s degree or related experience

  • Microsoft MCSE and/or CISCO certifications are a plus

ShoreTel, Inc. (NASDAQ: SHOR) is a provider of business communication solutions whose brilliantly simple unified communications platforms, applications and mobile UC solutions promise a new rhythm of workforce engagement and collaboration. With costly complexity eliminated by design from its award-winning, all-in-one IP phone system, UC and contact center solution, and its industry-leading hosted phone system, workers enjoy a freedom and self-reliance that other providers can’t match. Users have full control to engage and collaborate, no matter the time, place or device, for the lowest cost and demand on IT resources in the industry. ShoreTel is headquartered in Sunnyvale, Calif., and has regional offices and partners worldwide.

Location: Austin, TX, United States

Date posted: October 21, 2016

Department: Technical Support

Type: Full-Time