Voice Network Assurance Engineer

About This Role

This role is responsible for providing technical support to customers experiencing problems with their Voice network. It involves implementing and supporting VoIP, Unified Communications & Collaborations, and SIP endpoint solutions, and working to ensure timely resolution of customer issues.

Responsibilities

• Implement, and support solutions involving VoIP, Unified Communications & Collaborations, and SIP endpoints.
• Focus on Service Assurance and provisioning efforts for assigned customer to include number porting and phone/line/feature testing.
• Work with dispatch technicians to lead troubleshooting of on premise wiring and SIP end points.
• Advocate for customers by escalating unresolved issues to the next level of support.
• Monitor ticket queue and follow up to ensure timely and satisfactory resolution to user requests/incidents within agreed Service Level Agreements (SLAs).
• Maintain user, customer, and departmental confidentiality at all times.

Requirements

• Bachelor’s degree or four or more years of relevant experience
• Four or more years of network support in IT and/or telecom-based products and service
• Cisco Broadworks Provisioning experience
• VoIP end-user provisioning and device experience
• Data Center applications & infrastructure experience
• Knowledge of Data and IP Services (MPLS, VoIP, PIP, VPN, IP PBX, EKTS)
• TCP/IP, UDP, RTP, SIP protocol experience
• Understand network designs (system architecture, platform & capacity engineering, call routing)
• Fluency in English (written and verbal)
• Experience with networking (e.g., routing, switching, and wireless technologies)
• Willingness to work in 24x7 and oncall rotational environments
• Ability to obtain and retain a U.S. government security clearance

Qualifications

• Bachelor’s degree or four or more years of relevant experience.
• Four or more years of network support in IT and/or telecom-based products and service.

Nice to Have

• Six or more years of experience in a technical support, translations and provisioning role with an emphasis on troubleshooting IP-based communications devices
• Coordination of number porting, end-point testing and remediation
• Experience with updating ATA & eSBC technologies firmware -AudioCodes/EdgeMarc
• Experience with updating SIP Endpoint technologies firmware -PolyCom/Algo Paging units
• Current industry certifications, Cisco Broadworks Engineer
• Ability to develop complex network design documentation and drawings

Skills

* Required skills

Benefits