Tier II NOC Engineer

| Greater Denver Area
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Tier II Noc Engineer- Denver, CO

IntelePeer is a leading provider of on-demand, cloud-based business communication solutions. Delivering high-quality HD voice, messaging and contact center solutions for enterprises and contact centers, IntelePeer’s SIP services and Atmosphere® platform delivers an unprecedented level of simplicity, analytics, savings and control.  Designed to keep pace with rapidly evolving business needs, SIP combines the highest quality, reliability and security in easily deployed solutions. The Atmosphere® platform delivers cost effective, competitive-edge services including IVR, Virtual Automated Call Distribution (VACD), Virtual Predictive Dialer (VPD), Cloud Routing, and SMS/Email applications.

 

REPORTS TO: Senior Manager, Tier II Operations

In this position based in Denver, CO, you will resolve technical customer issues ranging from routine to difficult within the IntelePeer VoIP network and Cloud Platform services.  Perform Inter-Operations testing with new Enterprise customers. Review hourly and daily reporting activities on multiple network elements/services and take immediate action if necessary.  Coordinate event management to restoration of service.  Develop and test procedures to conduct routine preventative maintenance on network services and cloud services.

 

Position Responsibilities

  • Troubleshoot, Analysis, Testing, and perform on-boarding for CPAAS, UCAAS, and SIP customers
  • Good working level knowledge of IP, Routing and Switching to be able to configure, test, and deploy SD-WAN technologies
  • Work with new Enterprise customers to complete detailed integration for SIP testing. This requires very detailed knowledge of SIP messaging.
  • Serve as Tier 2 escalation point for NOC escalations
  • Rotation on-call for NOC escalations
  • Act as interface between customer and carrier to facilitate repairs for all CPAAS platform and VOIP trunk related issues.
  • Utilize Soft Switch, Accounting, Debug and, Syslogs, as well as other tools to troubleshoot and isolate issues
  • Monitor and react to low ASR/CSR reports
  • Constantly look for ways to improve ASR/CSR and low call duration rates.
  • Monitor and restore any call quality related issues to include busies, breaks in service, etc.
  • Isolate Capacity related issues and engage the proper groups to remedy the issue.
  • Work with Provisioning technicians and assist with new installs, repairs and certifications.
  • Assist/recommend development of automation agents utilized to improve the efficiency and monitoring capabilities of the group.
  • Work with the Tier 1 and Engineering to rapidly restore and maintain the network

Requirements

Education:

  • Bachelor’s or Associate’s degree
  • Communications, Computer Science, Networking or similar technical field highly preferred

Expertise & Experience:

      • Knowledge of SIP, SoftSwitch functionality, IP, UNIX, OSPF, VoIP, MSOffice (Word, Excel, PowerPoint, Visio), Outlook, IVMS, ticketing process and procedures
      • Good understanding of Cloud Platform and services with an understanding of VMware, VCenter, and Cloud based Applications
      • Background in Co-Carrier trunk management, IP protocols and VOIP.
      • Knowledge of Unified Communications Systems (MS OCS 2007/Lync 2010, Cisco IME/Call Manager)
      • Strong understanding of different media gateways, soft switch functionality and firewall configurations.
      • Familiar in the use of network monitoring equipment to include but not limited to: Sonus EMS, Empirix Hammer, Wireshark, SmokePing, and Unix monitoring scripts.
      • Working knowledge of IP routing.
      • Unix operator-level skills (file-system navigation, file parsing, light scripting)
      • Positive attitude and ability to interact with Customer and Vendor representatives.
      • Associates degree in a technical field or equivalent work experience
      • Must have the ability to work off-shift/flexible hours as required.
      • Familiarity with MS Office, including Word, Excel, PowerPoint, Visio & Outlook
      • 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
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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

Corporate Marketing Manager

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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