Telecommunications - NOC Telephony Technician I

1 month ago

Troy, United States Clear Rate Communications Full time
Job DescriptionJob Description

Job Overview

The NOC Telephony Technician 1 is responsible for analyzing, testing, isolating, and repairing level 1 telephony and customer issues as well as provisioning new services. This may include any or all issues related to facilities, routing and translations, voice, and/or data, TDM and/or VoIP products and services and the associated CPE equipment.


Job Specific Responsibilities

Hosted IP PBX

  • Assist in the design and implementation of Hosted PBX solutions.
  • Basic endpoint configuration, troubleshooting, and updating.
  • Basic configuration of voice VLAN's
  • Configure, set-up and test CPE, including but not limited to VOIP phones and terminal adapters and other SIP endpoints.

SIP Trunk / IP PRI / PBX Configuration

  • Build and troubleshoot static and registered SIP Trunks in a softswitch environment.
  • Build and troubleshoot registered SIP Trunks in a softswitch environment.
  • Build and troubleshoot FXS/Analog subscribers.

Trouble Ticket and Order Tasks

  • Work assigned level 1 trouble tickets.
  • Process assigned level 1 order tasks.
  • Maintain workload through a queue detailing each ticket with notes of steps taken, test results and fix action. Repair tickets and orders measured on a weekly basis.

Shared Responsibilities

  • Endpoint inventory to include:
    • Incoming and outgoing shipments
      • Package and ship equipment related to Operations tasks.
      • Receive new stock and check into the inventory system.
      • Receive returned customer equipment and check into the inventory system.
    • Stock level assessment.
  • Schedule 3rd party dispatches
    • Confirm technician approval and departure.
    • Provide feedback based on the technician's work.
  • Participate in an on-call rotation.
  • Contact 3rd party carriers to create and manage trouble tickets.
  • Monitor core network elements, network performance, and facilities for service issues.

  • Perform remote troubleshooting while always maintaining a positive and professional manner in high stress situations.
  • Participate in a call queue, receive repair calls, and provide status to customers on a regular basis.
  • Complete scheduled preventative maintenance checks on core network elements
  • Make recommendations for process and procedure improvement.
  • Follow and provide feedback on methods of procedure.

Qualifications

  • Education
    • (Preferred) bachelor's degree in CIS, MIS, related field, or applicable work experience
    • VoIP networking and equipment certifications preferred.
    • Network+ certification preferred.
  • Experience
    • 2+ years of voice and data troubleshooting, and Cisco routing and switching experience, VoIP experience preferred.
    • Class 5 Voice Switch experience preferred.
      • Metaswitch and Ribbon preferred.
    • Knowledge
      • Basic knowledge of UCaaS and various platforms
      • Basic understanding of telephony, IP, LAN/WAN technology concepts
      • Basic understanding of SIP and ISDN protocols
      • Intermediate knowledge of VLAN's
      • Basic knowledge of Adtran, Polycom, Yealink, and Grandstream IP handset, analog telephone adapter, PoE switches, and routers
    • Skills
      • Basic understanding of TCP/IP and the OSI model
      • Basic knowledge of command line interface input

Competencies

  • Critical thinking, problem solving, and decision making.
    • Using logic and reason to identify appropriate alternative solutions to problems
  • Systems analysis
    • Determining how a system should work and how changes in conditions affect outcomes.
  • Complex problem-solving
    • Identifying complex problems to develop and evaluate options and implement solutions.
  • Strong customer orientation and focus
  • Dependability
  • Resiliency

WHY CLEAR RATE?

Clear Rate (CR) is a trusted, innovative technology company serving over 30,000 residential and business customers throughout the Midwest, Mid-Atlantic, nationwide, and in Canada. We provide the latest dependable services with telecommunications solutions including: fiber internet, hosted voice, cloud and managed IT services that are designed around the needs of our residential and business customers such as:

Police departments, fire departments, school districts, colleges, city and county governments, as well as hospitals, banks credit unions, hotels, manufacturing facilities, car dealerships, and Tier 1 automotive suppliers

Clear Rate offers a flexible work culture, incentives and excellent benefits such as:

  • Medical, Dental, and Vision
  • Short & Long-term disability
  • Term life insurance
  • HSA
  • 401(k) 8% match
  • Paid Time Off
  • Sick Time
  • Paid Holidays
  • Birthday Off
  • 10 Year Trip
  • Phone/DSL service credit
  • Book Program
  • Access to building 24/7 gym and other amenities

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