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Tier I Support Technician

Tier I Support Technician

 

As an integral member of our Denver-based Enterprise Operations Team, the Tier I Technician resolves technical customer issues ranging from routine to complex within the IntelePeer VoIP network; performs Inter-Operations testing with Enterprise customers; reviews hourly and daily reporting activities on multiple network elements/services and takes immediate action, if necessary; and coordinates event management to restoration of service.

Position Responsibilities

  • Demonstrate and apply detailed knowledge of SIP messaging
  • Work with customers to troubleshoot and resolve call quality issues
  • Act as interface between customer and carrier to facilitate repairs for all voice and circuit related issues
  • Utilize Soft Switch, Accounting, Debug and, Syslogs, as well as other tools to troubleshoot and isolate issues
  • Monitor and react to alarms and service impacting notifications
  • Monitor and restore any call quality related issues, including busies, breaks in service, etc.
  • Isolate capacity-related issues and engage the proper groups to remedy the issue
  • Work with the Tier 2 Team to rapidly restore and maintain the network
  • Continuously identify and communicate to management ways to improve ASR and low call duration rates
  • Assist/recommend the development of automation agents utilized to improve the efficiency and monitoring capabilities of the group
  • Other duties as assigned

 

Requirements

Education:

  • Bachelor’s or Associate’s degree highly preferred
  • Communications, Computer Science, Networking or similar technical field highly preferred

Expertise & Experience:

    • Extensive experience in a telecommunications NOC environment
    • Detailed networking protocol analysis and writing
    • SIP, SoftSwitch, IP, UNIX, OSPF, VoIP, IVMS, ticketing process and procedures
    • Local and Toll Free number origination
    • Unified Communications Systems (MS OCS 2007/Lync 2010/Lync 2013, Cisco IME/Call Manager)
    • Use of network monitoring equipment such as Sonus EMS, Empirix Hammer, Wireshark, SmokePing, and Unix monitoring scripts
    • Working knowledge of IP routing

Competencies:

  • Strong problem-solving skills
  • Familiarity with MS Office, including Word, Excel, PowerPoint, Visio & Outlook
  • Strong organizational, prioritization, and documentation skills
  • Excellent verbal and written English communication skills, including the ability to communicate clearly to customers over the phone
  • Exceptional attention to detail
  • Continuous improvement attitude
  • Quality, customer service, and continuous improvement-driven to consistently delight internal and external customers
  • Team player who is willing to go above and beyond to help others
  • Self-motivated, proactive, and resourceful
  • Positive, professional attitude and ability to interact effectively with Customer and Vendor representative, establish and maintain effective working relationships in cross-functional and team environment
  • Reacts quickly and adapts to changes in priorities, circumstances, and direction
  • Effectively multi-tasks and manages multiple projects concurrently in a time-sensitive work environment
  • Must be willing and able to be flexible for shift work, including weekends and nights
To apply please Email recruiter@intelepeer.com

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