Technician, Tier 1

Team

Operations

Location

Denver, CO

About the position

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. 

REPORTS TO: Manager, Tier I Operations

Position responsibilities

  • Demonstrate and apply detailed knowledge of SIP messaging.
  • Work with customers to troubleshoot and resolve call quality issues.
  • Act as an interface between customer and carrier to facilitate repairs for all voice and circuit-related issues.
  • Utilize Soft Switch, Accounting, Debug and, Syslogs, and 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 group’s efficiency and monitoring capabilities.
  • Other duties as assigned.

Education

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

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    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