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Tier III Voice Ops MegaPath Networks
THIS JOB HAS EXPIRED
Division : Technology & OperationsLocation : 1. Seattle WA US 98101
2. Herndon VA US 20171
Job Type : Full Time
Job Description :
Tier III Voice Operations Technician - Seattle, WA or Herndon, VA
Company Description
MegaPath is the largest privately held, facilities-based Managed Services LEC in the US. We provide next-generation Hosted Voice, Cloud, Private Networking and Managed Security Service solutions to businesses nationwide. With growth in mind, we are hiring exceptional people.
Position Summary:
Tier3 Voice Operations Tech position is an individual contributor role with the primary focus on providing advanced support to the VoIP operations team. Tier 3 Engineers are the highest level of technical resources on the VoIP operations team and act as an escalation point for the rest of the team. Other responsibilities include, but are not limited to, conducting training and creating process documentation for the operations team, working with other groups such as the engineering and product teams on projects and working directly with customer on escalated issues.
Your responsibilities will include but are not limited to:
Providing support and acting as a technical escalation point for the VoIP Operations team
Resolving tickets and issues assigned to the Tier3 team
Creating tools, reports, processes and documentation for the VoIP Operations team
Conducting training for the VoIP Operations team
Working with engineering team on network maintenance, improvements and other changes
Resolving customer escalations
Working on projects as directed by management
Supervising the Tier1 and Tier2 teams as required by management
Mediating any issues between provisioning/support and dealers/customers during initial set up of VOIP product and during life cycle of customer
Acting as a point of contact within the operations team for our Engineering, Product, Sales and other teams
Qualifications:
5+ years? experience implementing, troubleshooting, and documenting converged networks interconnecting equipment from multiple vendors (Cisco, Edgemarc, Adtran, Samsung, Polycom, Linksys, LG)
Must possess an understanding of telecommunication circuits (DS-0, DS-1, DS-3, T-1, DSL, Ethernet, PRI, BRI) and VoIP protocols (SIP, MGCP, RTP, RTCP, etc.)
Must have experience provisioning and managing users on VoIP networks
Familiarity with VoIP soft switches (Broadsoft and Sylantro) and session border controllers (ACME)
Must have experience configuring Cisco routers and demonstrate a strong understanding of Cisco IOS command syntax. Must be familiar with using debug mode on Cisco routers during troubleshooting activities
Must have excellent problem solving skills and a solid understanding of how to troubleshoot end-to-end performance issues associated with voice communication over IP and PSTN networks
Must have experience reviewing Ethernet packet captures (e.g. tcpdump, Ethereal, Wireshark), studying network traffic flows and reading interface statistics to identify network connectivity and performance problems affecting Voice over IP communications
Hands-on technical experience conducting troubleshooting to solve service problems and installation associated with Voice over IP products and integrating these components within network environments involving legacy PBX systems and the PSTN
Proficiency in Microsoft Office (Word, Excel, PowerPoint) and familiarization with systems, reports, procedures, etc. required for the job
Strong organizational and interpersonal skills
Strong customer service skills
Able to communicate effectively and train peers and agents
Ability to assess data, make decisions and execute
Ability to perform Root Cause Analysis
Must be flexible and able to work nights, weekends and holidays as needed to support planned and unplanned network maintenance and troubleshooting events. The Tier3 VoIP Operations Engineer is expected to be available on-call 24x7
Physical Requirements:
Constant computer typing and use of mouse
Near constant sitting at workstation
Near constant use of telephone with or without headset
Environment:
General office environment; fast paced; can be noisy
Employee Benefits:
MegaPath strives to provide its employees with a productive and balanced work environment. With competitive pay, a complete benefits package and good work-life balance, MegaPath knows that company success depends on happy and energetic employees. Full time employees are eligible for benefits that include:
Medical, Dental and Vision Plans
401(k) with employer match
Flexible Benefits Accounts
Short and Long Term Disability
Life Insurance
Paid Time Off and Company Holidays
Employee Assistance Program
If you want to make a difference with your performance and seek a new challenge, we encourage you to apply with MegaPath.
| Location: | Seattle, WA United States |
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THIS JOB HAS EXPIRED
MegaPath Networks
Investors: Comcast VenturesAll Jobs: at MegaPath Networks
| Web Site: | www.megapath.com |
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| Headquarters: | 00000 United States |
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