NOC Engineer

Job Purpose:
NOC Engineer performs technical problem resolution, in a fast-paced environment, including analysis, trouble isolation and repair. Duties will include acting as a Customer Advocate in a 24x7x365 Network Operation Center for all CallTower internal and external, voice, data and VoIP services.
Duties:

• Responsible for analyzing, testing, isolating and repairing network and customer issues. This may include any or all issues related to facilities, routing and translations, voice and/or data, TCM and/or VoIP products and service and the associated CPE equipment.
• Configuration and troubleshooting of: CallTower’s managed CPE troubles on Cisco, Adtran, Versa, and various other CPE routers, SBC’s and firewalls
• CallTower’s cloud PBX services, including portal, SIP endpoint, hardware-based and software-based clients
• Always performs Customer Advocate duties while maintaining a positive and professional manner, during high stress situations. Takes calls and provides status from and to customers on a regular basis.
• Works in conjunction with internal and external to the company technicians/engineers to troubleshoot and resolve customer’s issues.
• Has direct interaction and escalates troubles internally and externally (LEC’s and other carriers) on behalf of the customer.
• Maintains workload through a queue, detailing each ticket with notes of steps taken, test results and resolution data.
• Contribute to departmental company goals and objectives
• Strong technical acumen to quickly learn new technologies
• Other duties may be assigned.

Skills/Qualifications:

• To perform this job successfully, individuals must be able to perform each essential duty satisfactorily based on company standards. The requirements listed below are representative of the knowledge, skill, and/or ability required to perform the job successfully.
• Bachelor’s degree in IT related field or equivalent experience.
• 7+ years’ experience in a technical support environment
• 5+ years’ experience working with VoIP preferred
• An understanding of telecom switching topology and network architectures, trouble ticket system knowledge.
• Cisco CCNA or BroadSoft Certification preferred
• Must be fluent in English (Spoken and Written)
• Excellent verbal and written communication skills, including excellent listening skills.
• Travel up to 10%.

Job Type: Full-time