The Repair Technician II with concentration in VoIP provides second level technical support to residential and business clients within the Repair Center. The Repair Technician II works cross-functionally with customers, internal resources, equipment vendors, carriers, and field operations to resolve complex issues in production network and telecommunications systems. Works under general supervision, possesses and demonstrates intermediate knowledge and proficiency required to perform assigned job functions and responsibilities. This position has the flexibility to offer weekend, night, and day shifts.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Investigate, document and diagnose trouble calls to resolve service affecting issues across multiple service platforms including but not limited to POTS, PRI, Hosted PBX and other VoIP & SIP traffic which may use transport mechanisms such as Carrier Ethernet or Internet.
Participate in a technical call queue. Responsible for documenting information on all incoming calls in a ticketing system to track issue counts and response and resolution time.
Provide technical escalation support and training to Tier 1 staff to ensure continuous improvement within technical staff.
Trouble ticket management (create, resolve, escalate and manage through to resolution)
Oversee and participate in network monitoring and maintenance with support teams; ensure customers are informed of maintenance activities and confirm service restoration after completion of maintenance.
Carrier grade device management as needed for repair i.e. software/firmware upgrades, following maintenance procedures, and recovery tactics.
Troubleshoot network events and outages on equipment including: Carrier Voice Switch, VoIP Gateways/Routers, Ethernet switches, Application Servers, VoIP Endpoints etc.
Willingness to work on call rotation to provide 24/7 customer support in rotation with other technicians is required
Updates job knowledge by participating in educational opportunities; reading technical publications, participating in online self-paced training and FirstLight University.
Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the company.
QUALIFICATIONS, KNOWLEDGE, and SKILLS:
Excellent written and verbal communication skills are required. Detail oriented, highly organized.
Strong problem-solving skills.
Regular, consistent and punctual attendance. Must be able to work nights and weekends as necessary.
Mid-level knowledge of Ethernet and IP required. Successful candidate will have the skills necessary to troubleshoot layers 1-4 of the OSI Model.
Intermediate knowledge of VoIP Protocols (SIP, MGCP, RTP, SDP)
Hands on experience with at least one of the following vendors platforms: Adtran Voice Gateways, Cisco Call Manager, MetaSwitch or Genband.
Ability to create, test, document and follow processes.
EDUCATION and/or EXPERIENCE:
Bachelors Degree in a technical field with 3-5 years relevant telecommunications experience or Associates Degree in a technical field with equivalent experience.
CERTIFICATES, LICENSES, REGISTRATIONS:
SIP School Certified Associate (SSCA) preferred but not required.
CCNA or similar level industry certification preferred but not required.
We offer a competitive base salary as well as an outstanding benefits package including health, dental, vision, and life insurance, short-term and long-term disability, 401(k) with company match, tuition reimbursement, paid training, and paid time off.
FirstLight Fiber is a fast-growing telecommunications company in Northern New England and New York, offering a robust suite of advanced telecommunications services, including dedicated Internet access, Metro Ethernet, traditional TDM solutions, IaaS & SaaS Cloud Solutions, SIP trunks, virtual PBX, and Data Center Colocation. Associated topics: 5g, analog, circuit, lan, nortel, osp, system analyst, test, test engineer, wireless