Tier 3 Telecommunications Engineer

3 weeks ago

Charlotte, United States OneCloud - TelWare Full time
Job DescriptionJob DescriptionDescription:

Job Summary:


As a technology communications company, OneCloud's Support team plays a crucial role in achieving business goals and ensuring customer satisfaction. We are actively seeking experts to thrive in the telecommunications industry. The Tier 3 Support Engineer is responsible for handling complex and time-sensitive customer issues while maintaining OneCloud's infrastructure. Serving as the communication bridge between OneCloud's customers, vendors, and our internal DevOps team, this role is pivotal in ensuring seamless operations.


Duties/Responsibilities:

  • Provide remote and onsite support for IP telephony, network, and data systems, including ongoing maintenance.
  • Assist in troubleshooting support tickets escalated from Tier 2 Support, diagnosing hardware and software issues.
  • Manage phone system and network administration and programming.
  • Participate in Telephone/Data system design meetings, collaborating with team members, end users, and external groups to understand project requirements and meet deadlines.
  • Work directly with vendors, managing communication between TelWare, our vendors, and our customers.
  • Be available for on-call support for escalated issues.
  • May need to be available after normal business hours for scheduled maintenance.
  • Perform other assigned duties.
Requirements:

Required Skills/Abilities:

  • Strong analytical and problem-solving skills.
  • A desire to learn and retain new information.
  • Effective communication (both verbal and written).
  • Excellent organizational and interpersonal skills.
  • Highly motivated self-starter, capable of leading initiatives and contributing as a team member.
  • Comfortable working in a fast-paced, deadline-oriented environment.

Education and Experience:

  • Minimum of 3 years of hands-on experience with SIP, including reading SIP ladders.
  • Minimum of 1 year of hands-on experience with NetSapiens infrastructure, understanding dial translations, and the NS API or similar equivalent experience on a similar class 4/5 switch.
  • Working knowledge of networking protocols and technologies, including SSH, VLAN, DHCP, NAT, DNS, and SDN.
  • Understanding of REST APIs and their use for task automation.
  • Proficiency in the following Linux Operating Systems: Debian and Ubuntu.
  • Familiarity with virtual machines (VMware, VirtualBox, and HyperV).
  • Knowledge of Amazon Web Services.
  • Required expertise in telephony technologies: SIP, Kamailio, Asterisk, FreeSwitch.
  • Certification required for Networking 4 VVoIP and SSVVP®.

Physical Requirements:

  • Extended periods of sitting or standing at a desk while working on computers.
  • Ability to lift up to 15 pounds.
  • May be required to work on-call or long hours during network malfunctions.

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