About this role
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