Since 2003, RingCentral has been breaking down the communication barriers created by complex on-premise hardware. RingCentral delivers cloud business communications solutions that frees people to work the way they want in today?s mobile, distributed and always-on work world. Delivered on a state-of-the-art cloud infrastructure, RingCentral?s cloud communications solutions help more than 300,000 customers thrive in a new world of work.
The GNOC Surveillance Tech Level I primary functions include monitoring Alarms in Global Network Operations Center, answer incoming telephone calls promptly, and investigating alarms down to root cause and repair or dispatch appropriate personnel. Additionally, entering trouble tickets for tracking purposes, handle after-hours callouts and escalations, analyzing customer reports, and resolve complex voip/voice or data troubles. Also implement restoration procedures to prevent impending data and voip/voice processing troubles and assist in tracking of scheduled network maintenance.
Maintain surveillance of network at all times
Track all alarm events in assigned area
Drill down to root cause of trouble and resolve, dispatch, or escalate as required
Test, isolate and clear complex troubles on voip/voice or data network
Escalate alarms that are not easily resolved to Technical Support as appropriate
Answer phones promptly
Develop training and train entry-level and level 2 technicians to a basic understanding of the Ringcentral Network and Equipment
Maintain integrity of Monitoring Systems by referring erroneous alarms to responsible parties
Work non-traditional work schedules covering 7 x 24 x 365 operations
Communicate outages inside the company are timely and effective
Acts independently of direction sometimes, and is delegated extremely complex task.
Create trouble tickets for all network troubles
Perform after-hours callouts and escalations
Assist in completion of scheduled network maintenance
Develop procedures and process for use by other techs in team
Track all network troubles and the groups working to resolve them
Other duties as assigned
Qualifications & Skill
High school or equivalent required.
On-job and/or formal training on telephony and Data IP technology.
Two year technical training preferred.
2 years of experience with VOIP/Voice or Data network troubleshooting.
Both are preferred.
1 year previous work on a telecom surveillance system desired.
2 years previous work in customer facing role desired as related to telecom.
1 year previous work on Clarify system or equivalent desired.
2 years previous work on simple TDM or Data switch translations desired.
Moderate proficiency with Microsoft Office products preferred.
The RingCentral environment is fast paced, high octane, success driven, team oriented, and is committed to growing the business in a virtually untapped market. We?re looking for awesome individuals like you to join us!