Velocity A Managed Services Company
Velocity is seeking to hire ten NOC Voice Tier 1 Technician to join our 24/7/365 Network Operations Center. This is an entry-level computer networking position. The Tier 1 agents in our Voice Network Operations Center (VNOC) are the first line of technical support for Velocity’s national voice services platform. The VNOC is responsible for the remote support, installation, and upkeep of Velocity’s POTS, TDM, and VoIP services. Our NOC technicians are responsible for maintaining active communication with our customers, on-site technicians, carrier service providers, and work directly with our Technical Support Engineers to support and troubleshoot our voice platforms. Technicians in our NOC ensure all tickets and jobs are handled quickly and accurately from start to finish. This is a fully remote position.
Principal Duties and Responsibilities:
- Serve as a first contact path for voice incidents managed in our NOC
- Monitor network devices, interfaces, and trouble tickets, providing continuous monitoring for problems impacting our customers voice services using Velocity’s custom V-Select® Portal
- Troubleshoot issues with Velocity’s voice services and update call paths
- Contact carriers and vendors to open new trouble tickets, schedule dispatches and stay up to date on existing trouble tickets
- Receive incoming calls and respond to emails regarding service troubles or call path changes
- Respond to customers in an expeditious and professional manner
- Support fellow Tier 1 and Tier 2 technicians, working together as a tightly knitted team
- Coordinate proper installation and configuration of voice service components
- Other duties and responsibilities, as assigned
Knowledge, Skills and Abilities Required:
- Ability to multitask, working quickly and accurately
- Work well in a team-oriented environment, successfully completing individual tasks
- Demonstrated knowledge with telephone networks – POTS, VoIP, and TDM
- Basic familiarity with telephony standards and protocols – H.323, MGCP, ISDN, SIP, and RTP
- Ability to hear ordinary conversations and phone communications
- Able to work at least one weekend day each week
Qualifications, Experience and Education:
- Required — Previous relevant technology experience (6-months)
- Preferred — Basic familiarity with telephone networks – POTS, VoIP, and TDM Preferred — Basic familiarity with telephony standards and protocols – H.323, MGCP, ISDN, SIP, and RTP
- Preferred — Demonstrated technical, leadership, and communication skills
- Preferred — Experience in hospitality or service provider networks
- Preferred — Industry relevant technical training and certifications
- Comprehensive benefits such as medical, dental, vision—available the 1st day of the month after hire!
- Paid time off, paid holidays, and a company-matched 401K; we provide immediate vesting—on day #1 and company-provided life insurance (including STD/LTD coverage).
- Ongoing training and development opportunities so that you can grow with us.
- Collaborative and Strong at the Core; Customer-obsessed, One team, Do the right thing, and Let’s go core values create a collaborative work culture for our team members.
- We have an in-house team of experienced experts in software development and engineering.
- We’re proudly customer-obsessed and do all we can to provide a superior customer experience.
- Velocity started out selling long-distance in 2005. It didn’t take long for customers to realize that Velocity’s emerging technologies could significantly improve how they communicate and do business. Soon, Velocity was servicing thousands of retail, hospitality, and entertainment Fortune 500 companies. Velocity’s service offerings continue to grow—making life easier and more profitable for our customers. Now, with over 500 employees, Velocity is an unstoppable force.
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