Tier 1 Technician at IntelePeer

| Greater Denver Area
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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
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • Maria DBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • WordpressCMS
    • SalesforceCRM
    • PardotEmail
    • SalesforceLead Gen

Location

We are located in the Denver Tech Center, the city's hub of business and innovation, plus we're near public transit, I-25, and trendy restaurants.

An Insider's view of IntelePeer

How would you describe the company’s work-life balance?

At IntelePeer, we have a work-hard-play-hard mentality. Our team goes above and beyond what is asked of us and we value determination. The unlimited PTO policy means that the company realizes to be successful we also need time away from work. You can make your own schedule and work from home when needed too!

Nils

Digital Marketing Specialist

What's the biggest problem your team is solving?

My team is helping companies that may not have the resources for complex development projects to take advantage of the promise of embedding communications like voice and SMS into their customer experiences, marketing efforts, and internal processes.

Shaughnessy

Sr. Manager, Product

How has your career grown since starting at the company?

IntelePeer is a company that likes to promote within and encourages career growth and opportunities for all of their employees. I have been with IntelePeer for almost 6 years and I have been promoted 3 times and have worked in 2 different departments since coming onboard. The leadership team has always asked what I would like to do for my career.

Christine

Sr. Manager, Sales Development

How do you empower your team to be more creative?

We encourage employees to think outside the box, to contribute new ideas, and to take ownership of helping us meet our company objectives. It is equally important for us to reward employees who achieve big things as it is to have an environment where team members are not penalized for making mistakes when they are learning and trying something new

Robert

Chief Marketing Officer

What are some things you learned at the company?

What I've learned at IntelePeer is the value of the contributions of the singular employee. IntelePeer works by each individual considering their personal achievements at work, big or small, to contribute directly to the success of the company - and the company acknowledging and reciprocating that effort back to the employee.

Justin

Chief Software Architect

What are IntelePeer Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
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