NOC Voice Engineer - Tier 3

We are looking for a HNOC Voice Engineer - Tier 3 to join our Network Services Team!

Why MetTel

MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.

We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career. 

Key Responsibilities:

• Ensure the voice network reliability, availability, compliance with Customer Service Level Objectives (SLO), preventive maintenance requirements, and ‘readiness of network components
• Ensure that operation management policies, standards and procedures are properly implemented, enhanced, and maintained, including training, incident reporting and resolution.
• Monitor and manage aging service incidents.
• Problem analysis and root cause documentation for all issues
• Coordinate, monitor and track all operational tasks including incident management, repair, and maintenance, closing incidents, preventive maintenance, and resolution of customer issues.
• Analyze, diagnose, and remediate (when possible) complex customer voice incidents/problems
• Identify frequently occurring issues and coordinate with Tier 4\Customer Engineering\Network Engineering teams as needed.
• Work with various teams to facilitate issue resolution.
• Take ownership of customer service incidents and drive towards resolution.
• Provide recommendations for improving existing processes and procedures.
• Consistently model the highest levels of teamwork and professionalism
• Learning and staying up to date with product releases and environment changes
• Always keeping a can-do attitude and willingness to help others.

Desired Skills and Experience:

• 5+ years of telecom voice experience (i.e. Hosted Services, etc.)
• 5+ years in a customer facing role and support
• Ability to work on-call support when required.
• Three (3) years managerial experience
• Extensive technical knowledge of networking and protocols
• Ability to analysis logs and use various tools to remediate incidents/problems
• Organized and a practical approach to solving challenges with proven history of resolving technical issues
• Ability to quickly assess and understand a situation and communicate what is occurring
• Detailed oriented
• Must work well in a team environment
• Work well under pressure with differing levels of management
• Ability to multi-task
• Highly motivated at achieving results
• Comfortable managing multiple, high-priority incidents/problems simultaneously
• Strong decision-making ability
• Ability to communicate both verbally and in writing in a clear and concise manner
• Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations
• Excellent organizational and time management skills
• Able to set and manage expectations
• Takes initiative to learn and develop
• Detail Oriented

Education/Certification/License:

• Bachelor’s Degree

MetTel is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. 

To learn more about our company visit us at www.mettel.net

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