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

IntelePeer delivers an omni-channel communications platform built for the enterprise. We believe that business communications are meant for more than just simple interactions – they should enable businesses to deliver truly delightful experiences. With our voice, messaging, ready-to-use applications, open APIs, and analytics, companies can build and integrate communications-enabled workflows to create world-class customer experiences and improve business processes through automation. Our full-stack solution is backed by a rock-solid network and a team of experts who provide nothing but award-winning customer service. It’s time to move beyond basic communications!

At IntelePeer, everything we do is centered on providing superior customer service and delivering innovative solutions that solve our customer's complex challenges. Our core values include:

Delight our Customers

Elect to spread positivity

Lead with solutions that drive innovation

Increase communication with open engagement

Go the extra mile with passion and determination

Have fun while learning and growing

Time is of the essence