NOC Voice Engineer – Tier 3

NOC Voice Engineer – Tier 3

Requirements

• 5+ years of telecom voice experience (i.e. Hosted Services, etc.)
• 5+ years in a customer facing role and support
• Ability to work on-call support when required.
• Three (3) years managerial experience
• Extensive technical knowledge of networking and protocols
• Ability to analysis logs and use various tools to remediate incidents/problems
• Organized and a practical approach to solving challenges with proven history of resolving technical issues
• Ability to quickly assess and understand a situation and communicate what is occurring
• Detailed oriented
• Must work well in a team environment
• Work well under pressure with differing levels of management
• Ability to multi-task
• Highly motivated at achieving results
• Comfortable managing multiple, high-priority incidents/problems simultaneously
• Strong decision-making ability
• Ability to communicate both verbally and in writing in a clear and concise manner
• Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations
• Excellent organizational and time management skills
• Able to set and manage expectations
• Takes initiative to learn and develop
• Detail Oriented
• Bachelor’s Degree

Responsibilities

• Ensure the voice network reliability, availability, compliance with Customer Service Level Objectives (SLO), preventive maintenance requirements, and ‘readiness of network components
• Ensure that operation management policies, standards and procedures are properly implemented, enhanced, and maintained, including training, incident reporting and resolution.
• Monitor and manage aging service incidents.
• Problem analysis and root cause documentation for all issues
• Coordinate, monitor and track all operational tasks including incident management, repair, and maintenance, closing incidents, preventive maintenance, and resolution of customer issues.
• Analyze, diagnose, and remediate (when possible) complex customer voice incidents/problems
• Identify frequently occurring issues and coordinate with Tier 4Customer EngineeringNetwork Engineering teams as needed.
• Work with various teams to facilitate issue resolution.
• Take ownership of customer service incidents and drive towards resolution.
• Provide recommendations for improving existing processes and procedures.
• Consistently model the highest levels of teamwork and professionalism
• Learning and staying up to date with product releases and environment changes
• Always keeping a can-do attitude and willingness to help others.

Preferred Qualifications

• 5+ years of telecom voice experience (i.e. Hosted Services, etc.)
• 5+ years in a customer facing role and support
• Ability to work on-call support when required.
• Three (3) years managerial experience
• Extensive technical knowledge of networking and protocols
• Ability to analysis logs and use various tools to remediate incidents/problems
• Organized and a practical approach to solving challenges with proven history of resolving technical issues
• Ability to quickly assess and understand a situation and communicate what is occurring
• Detailed oriented
• Must work well in a team environment
• Work well under pressure with differing levels of management
• Ability to multi-task
• Highly motivated at achieving results
• Comfortable managing multiple, high-priority incidents/problems simultaneously
• Strong decision-making ability
• Ability to communicate both verbally and in writing in a clear and concise manner
• Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations
• Excellent organizational and time management skills
• Able to set and manage expectations
• Takes initiative to learn and develop
• Detail Oriented