Senior Support Engineer

Job Description

Job Description – L2/L3 RightFax Engineer (Fax Infrastructure Support)

Role Overview

The RightFax Engineer is responsible for administration, support, and maintenance of the RightFax environment, including fax servers, services, integrations, and fax workflows.

This role ensures reliable fax transmission, queue management, system performance, and integration with enterprise systems, minimizing business disruption.

Key Responsibilities

RightFax Platform Administration

• Administer and support:
• RightFax servers and services
• Fax channels, boards, and configurations
• Monitor:
• System health
• Fax queues and processing status
• Ensure high availability of fax services
  
  

Fax Queue & Job Management

• Monitor and manage:
• Inbound and outbound fax queues
• Troubleshoot:
• Stuck or failed fax jobs
• Delayed transmissions
• Perform queue cleanup and reprocessing as required
  
  

Incident Troubleshooting & Resolution

• Act as L2/L3 resolver for:
• Fax send/receive failures
• Busy signals, line issues, and transmission errors
• Fax routing and delivery failures
• Perform root cause analysis for recurring issues
• Analyze logs and system events for diagnostics
  
  

Integration Support (Critical Area)

• Support integrations with:
• Email systems (Exchange / SMTP)
• Applications (ERP, EMR, document systems)
• Network printers / MFP devices
• Troubleshoot issues in:
• Email-to-fax / fax-to-email workflows
• Application-triggered faxing
  
  

User & Configuration Management

• Manage:
• User accounts and permissions
• Fax numbers and routing rules
• Configure:
• Cover sheets
• Fax templates and workflows
  
  

Server & Service Maintenance

• Monitor and maintain:
• RightFax services and dependencies
• Windows server hosting RightFax
• Perform:
• Service restarts
• Health checks
• Coordinate patching activities (with infra teams)
  
  

Performance & Capacity Management

• Monitor:
• Fax channel utilization
• System performance (CPU, memory)
• Optimize:
• Fax throughput
• Load distribution
• Identify and resolve bottlenecks
  
  

Security & Compliance

• Ensure secure handling of:
• Fax data (confidential documents)
• Support compliance requirements (especially in regulated industries)
• Maintain audit logs and access controls
  
  

Automation & Scripting (L3 Expectation)

• Use PowerShell or scripts for:
• Bulk user management
• Reporting
• Automate repetitive operational tasks
  
  

Collaboration & Escalation

• Work with:
• Network teams (fax lines, SIP/VoIP issues)
• M365/Exchange teams (email integration)
• Application teams (fax workflows)
• Escalate to OEM/vendor with detailed diagnostics
  
  

Documentation & Knowledge Management

• Maintain:
• SOPs and runbooks
• System configurations
• Document:
• Known issues and resolutions
  
  

Required Skills & Qualifications

Technical Skills (Core)

• Strong hands-on experience in:
• RightFax administration and support
• Good understanding of:
• Windows Server environments
• Networking basics (TCP/IP, SIP, VoIP concepts)
• SMTP / email integration
  
  

Integration Knowledge

• Experience with:
• Email systems (Exchange / SMTP relay)
• Application integrations (ERP, healthcare systems, etc.)
• Understanding of:
• Fax workflows and routing logic
  
  

Troubleshooting Skills

• Ability to troubleshoot:
• Fax transmission errors
• Queue issues
• Integration failures
• Experience with log analysis
  
  

Automation & Tools

• PowerShell (preferred)
• Basic scripting knowledge
  
  

Process Knowledge

• ITIL:
• Incident, Problem, Change Management
  
  

Soft Skills

• Strong analytical mindset (must trace workflow end-to-end)
• Clear communication with stakeholders
• Attention to detail (fax routing/configs are sensitive)
  
  

Experience & Education

• 4–8 years of experience in RightFax / fax infrastructure support
• Bachelor's degree in IT or related field
• Certifications (good to have):
• RightFax or related document management certifications
  
  

Qualifications

Graduation

Range Of Year Experience-Min Year

4

Range Of Year Experience-Max Year

8