Specialist I - Voice Support
Kforce is hiring for an exciting opportunity with a telecomm company in Greenville, South Carolina. This position will provide Tier I support for customer trouble resolution for our client's voice product and services. Tier I Technicians diagnose, test, isolate, and repair Voice translations and routing, all service down, features, and voice mail related troubles. Tech will communicate and interface with customers, NOC Support group, Service Delivery, Sales, and engineering to resolve all voice related troubles in a timely manner. Responsibilities Include: Provision and troubleshoot analog voice lines, ISDN PRI, digital Trunks, TDM / ATM VoIP, Hosted PBX, and SIP in the Class 5 switches (DMS 500 / 5ESS), Sonus IP switch, Meta, and Cisco IADs Ensure that all pending tickets are picked up by their priorities and existing tickets are followed-up on to make sure the customers are timely contacted, MTTR, and ticket duration times are consistently met Escalate network related failures and degradation to Tier II Technicians and management including the appropriate NOC support group whenever appropriate for immediate resolution Document troubleshooting processes and procedures in a clear and precise manner Ensure that all testing, trouble isolation, and repairs are accurately done Escalate open complex reported trouble tickets to Tier II Technicians, management, NOC Support, LECs, and other Departments for prompt and accurate trouble resolution Carry out all routine and special assignments as directed by management Provide timely update to customers on troubles dispatched to LEC or technicians Review all repeat troubles and make sure all previous works were properly and correctly done and take new approaches to effectively isolate and resolve the trouble Work independently in a fast paced environment with minimal supervision to carry the daily required tasks and procedures Provision and troubleshoot Voice Mail The successful applicant will possess the following requirements (items are required unless noted otherwise): Minimum 2 years of experience troubleshooting ISDN PRI, 2Way Trunks, and VoIP T-1 circuits in a Telecommunications Test Center environment Solid knowledge and experience working in the DMS 500 Switch, Sonus, EMS, Mainsail 8000, Copper View DSLAM, Nuera Voice Gateways, DACs, MUX, NPAC, Centest, and Broad soft IP unity Voice Messaging Systems Must be experienced in troubleshooting T-1 and T-3 Circuits in a repair center environment
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