Tier I Support Technician- Denver, CO

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.

The candidate may be required to work weekends and grave shifts after 3 months of training for about a year.

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