Support Engineer

Job Description

BluIP® is a Tier1, global service provider and communications technology partner to leaders in hospitality, restaurants, healthcare, small business, and the enterprise. We develop and support a comprehensive suite of solutions, including cloud voice, UCaaS, SIP Trunks, and our industry-disrupting, all-in-one artificial intelligence virtual agent solution, AIVA Connect™

We have built a brand around our deep commitment to the success of our customers, and we do our best work when the challenges are complicated and the outcomes are mission-critical. Add our legendary white glove service promise, and it’s no wonder that we are trusted by more than 60,000 customers and the most recognized brands in the industries we serve.

We are excited to add a highly motivated full-time support engineer to our team to help in our hospitality space. As a support engineer, you will play a vital role in ensuring seamless communication services for our hotel clients’ guests and staff members. You will be responsible for installing, maintaining, and troubleshooting telecommunications systems within the hotel, contributing to the overall guest experience and operational efficiency. This position is located in our Las Vegas, Nevada office, and employees will work from the office or at clients’ sites as needed. This is not a remote position.

BluIP, Inc. is an equal opportunity employer. Employment decisions are based solely on qualifications, experience, and business needs. We are deeply committed to building an inclusive and diverse workplace.

Duties and Responsibilities:

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• Telecommunications Setup and Maintenance.
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• Facilitate support for the Call Center and Call Flow.
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• Facilitate the resolution of issues surrounding IP network configuration, VLAN, IP, DHCP, and Common Routing related to the BluIP Voice Solution.
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• Install, configure, and maintain telecommunications equipment, including phones, voicemail systems, data networks, and related hardware.
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• Ensure that all communication systems are functional and meet quality standards.
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• Conduct regular inspections and tests to identify and resolve any issues promptly.
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• Respond to service requests and troubleshoot technical issues related to phones, internet connections, and other communication systems.
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• Diagnose and resolve connectivity, hardware, and software problems to minimize downtime and disruptions.
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• Stay informed about the latest telecommunications technologies and trends to suggest system upgrades or enhancements that improve the overall guest experience and operational efficiency.
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• Work closely with other departments, such as IT, front desk, and maintenance, to coordinate and implement telecom-related projects and initiatives.
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• Provide technical expertise and support during hotel events or conferences.
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• Maintain accurate records of telecom systems, configurations, and changes.
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• Create documentation and user guides for staff and guests regarding telecom features and usage.
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• Ensure that telecom systems comply with industry regulations and security standards.
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• Implement necessary security measures to protect guest data and maintain privacy.
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• Continuously monitoring market trends and customer needs to stay ahead of the competition and innovate the product.
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To be successful, you’ll need:

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• Extensive experience with database administration of Cisco Broadworks, large-scale IP Telephony Deployments, Call Center, Call Flow, and Call Center operations preferred.
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• IP network configuration experience, such as VLANs, IP, DHCP,and standard routing setup
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• Strong technical knowledge of telecommunications systems, including phone systems, PBX, VoIP, and data networks.
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• Cisco Broadworks platform experience preferred.
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• Hospitality/Hotel/Casino operational experience preferred.
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• Proven experience as a Support Engineer or similar role in a hospitality or similar environment.
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• Strong analytical, strategic thinking, and problem-solving skills.
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• Excellent problem-solving and troubleshooting skills.
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• Customer service-oriented with good communication skills.
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• Ability to work independently and collaborate with cross-functional teams.
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• Attention to detail and strong organizational skills.
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• Flexible work schedule and after-hours on-call Telecom support as required.
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• Must be able to stand and walk for extended periods, as the Hotel environment is extensive.
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If you are a highly motivated individual with a passion for working in the telecom and hospitality space, we encourage you to apply for this exciting opportunity to join our team!