VoIP Engineer I
DEPARTMENT: Operations – Network Management Center
JOB TITLE: VoIP Engineer I
REPORTING TO: NOC Manager
FLSA STATUS: Non-Exempt
DATE PREPARED: December 2022
The VoIP Engineer I position is responsible for Day-to-day NMC handling of ServiceNow Incidents and 1st level troubleshooting.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Performs Service Now review and thorough trouble analysis to determine if other factors are contributing to repeat issues.
- ServiceNow Dashboard monitoring and task assignments to respective Assignment groups.
- Manage incidents and or orders in a clearly defined process
- Identify designated resource to direct requests and unresolved issues.
- Occasionally provisions SIP lines and SIP trunks.
- Resolves incident reports from customers, vendors, and other phone companies
- Reviews incidents to track progress to ensure incidents are in the correct status: either customer advised and updated, or resolved via notations, or by customer call back.
- Performs other related duties as required or assigned.
- Travels locally to work sites to perform deliveries and duties if required.
The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.
EDUCATION AND EXPERIENCE REQUIREMENTS
- High school diploma or equivalent is required.
- 3 or more years of Telecommunications experience.
- Experience on the Metaswitch Softswitch and Calix DLC preferred.
- Valid driver’s license required or ability to obtain. Must be insurable under SRPMIC insurer requirements.
- Able to work a flexible schedule with VARs and agents is required.
- Technical Knowledge – understanding of SIP (Session Initiation Protocol), VOIP Telephony.
- Customer Service – able to personally provide high level of interactive service to internal/external customers, building relationships, identifying and addressing needs.
- Team Orientation & Interpersonal – highly motivated, passionate and creative team-player with ability to develop and maintain collaborative relationships with all levels within and external to the organization.
- Communication – able to effectively and persuasively express self, using language and grammar in a professional manner.
- Organization & Time Management – able to work independently with minimal supervision, planning, scheduling and organizing professional schedule to complete actions within established deadlines, handling multiple priorities with strong attention to detail.
- Analytical Problem-Solving & Decision Making – able to research, analyze, identify viable options, draw sound conclusions, present findings, and make thoughtful recommendations considering overall risk and short-term and long-term impact.
- Adaptability to Change – able to be flexible and supportive, react swiftly to and able to assimilate change positively and proactively.
- Systems & Software – proficient knowledge of Microsoft Office software applications.
- Typing/computer keyboard
- Verbal communication
- Utilize computer software (specified above)
- Written communication
- Retrieve and compile information
- Maintain records/logs
- Verify data and information
- Organize and prioritize information/tasks
- Operate office equipment
- Basic mathematical concepts (e.g. add, subtract)
- Sitting for extended periods
- Extended periods viewing computer screen
- Lifting/carrying more than 20 pounds various items
- Repetitive Motions
- Normal office environment
- Electrical current
- Proximity to moving mechanical parts
Saddleback is an “Equal Opportunity/Affirmative Action Employer.” Preference will be given to a qualified Community Member, then a qualified Native American and then other qualified candidate.