What are the responsibilities and job description for the Network Operations Engineer II UC/Voice position at LS Networks?

About Us

At LS Networks, we are The Network Built for the Northwest, serving rural and underserved communities with our locally operated network. For over 15 years and headquartered in Portland, OR, we've delivered low-latency connections at speeds up to 100 Gbps across our fiber footprint, forming real relationships with our customers.

Our journey began over 15 years ago to address the unmet need for internet connectivity in the Pacific Northwest. We provide critical services to both urban areas and rural locations, including hospitals, government entities, and educational facilities.

Our mission is to offer rural communities reliable fiber-based infrastructure that fosters family growth and sustainability. We aim to be the most trusted provider in our region, focused on quality, innovation, and community investment. Our vision is to enhance access and drive economic growth across the Pacific Northwest.

Position Summary

We are seeking a talented Network Engineer II - UC to add to the team!

The Network Operations Engineer - UC is responsible for all aspects of customer-deployed Unified Communication (UC) services, including the management, provisioning, and installation, as well as setting expectations of service delivery, troubleshooting, and repair of customer-reported issues in a hosted UC solution. This position involves working with various entities, such as Sales teams, Order Management, Operations and Provisioning, Engineering, Customer Service, and Field Resources, as well as training and working with installation partners to ensure successful order fulfillment.

This is a full-time, exempt position with a starting base salary of $84,000.00 - $104,300.00 (depending on experience).

Essential Functions

The Provisioning role is comprised of validation, as well as implementation, including test and turn-up of new capacity and customer services.

Manage new UC implementations, working closely with Order Management on schedul-ing, as well as porting of Direct-inward Dial (DID)s from the previous carrier to LS Net-works.
Review and confirm customer requirements against capability and capacity to deliver services.
Review / create Operational Service Diagram(s) to represent the service delivery imple-mentation.
Schedule remote / online and on-site customer validations, installation and customer prod-uct training for both technical and non-technical personnel.
Support of internal and external (customer) calls to collect programming, configuration, call flow information necessary to develop and implement / provision UC design. Work with all cross-functional teams and entities to complete all tasks related to UC projects.
Collaborate and coordinate with colleagues routinely to ensure all aspects of the custom-er service orders are fulfilled in a timely manner and to the customers expectations within product delivery parameters.
Document and maintain order status updates in the operational support system.
Finalize service documentation, update inventory, configure OAM or other monitoring systems in preparation for ongoing Operational support.
Maintain a working knowledge of the UC solution overall, with focused familiarity with customer specific installations and integration, as well as implementation of Power-over-Ethernet (POE) switching equipment and voice gateway products.
Create / Update / Review of overall UC design, configuration, call flow diagrams in collabo-ration with stakeholders either through self-direction or in facilitation with others.
Work with Engineering and / or Operations departments on various projects as required.
Share and train others as necessary on any new processes or procedures with key stakeholders.

The Operations role focuses on troubleshooting and repair support for customer and core network UC and data network services, as a member of the Network Operations Center (NOC) in both an on-call and scheduled operational support role

Collaborate with other members of the NOC, Customer Service, Field Resources, Engi-neering and Infrastructure (OSP) teams in solving complex problems as needed.

Coordinate and lead customer and core network UC services repair events with Field Technicians, Engineers, customers, contractors and 3rd-Party Network service provid-ers.

Respond diligently, deliberately and timely to customer inquiries regarding service issues.

Provide proactive customer notification of service and core network issues, as well as ongoing updates.

Document all work performed in a comprehensive ticketing and document management systems.

Monitor, Operate, administer and react to Network Management System (NMS) events.

Use lab environments to diagnose network issues or provide network performance re-views.

Schedule, document, lead and implement maintenance activities.

Facilitate customer notification of network maintenance and planned service affecting events.

Identify, diagnose, and document underlying architecture and support issues for problem resolution, Root Cause Analysis (RCA), Reason for Outage (RFO) and Service Level Agreements (SLA) reporting.

Identify and document new or enhanced LS Networks best practices and processes where needed.

Participate in responding to service related issues and related restoration activities after-hours when needed.

Qualifications

Provisioning knowledge and experience with Metaswitch required.

Knowledge of Voicemail services, Auto attendant features and functionality, chat and video conferencing services.

Knowledge and understanding of UC services in a hosted UC environment, including competencies and best practices required.

Understanding of DNS, and DHCP, as well as associated functions within the Internet framework.

Working knowledge and understanding of Nokia routing and switching equipment preferred.

Understanding of Ethernet, SIP and IP services operating within a service provider net-work a plus.

Understanding of IP and routing protocols preferred.

Understanding of Wireless and Security Services, such as Firewalling, Intrusion Pre-vention, Access-control Lists and Quality of Service queues, as they pertain to UC ser-vices a plus

Ability to initiate, complete and meet deadlines of projects with some direction and guid-ance.

Proven experience working as a member of a team.

Strong interpersonal / written communication skills, as well as strong phone skills.

Diligent in monitoring order delivery dates, communicating changes to customers, as well as internal and external entities.

Excellent organizational, time management and presentation skills.

Education and Experience

Bachelor's degree in a data communications or networking field or equivalent education and experience.

2 years of experience in provisioning UC services in a Hosted Voice environment using the Metaswitch platform.

2 years of experience working in a mission critical 7x24x365 NOC preferred.

Understanding of Ethernet traffic types, VLANs, Queuing, LAGs, and 802.1q.

Understanding of network and system diagnosis and troubleshooting, familiar with using configuration management and testing toolsets, as well as monitoring and management software solutions.

Ability to demonstrate understanding of UC network topology design.

Comfortable in customer-facing situations, as well as internal mentoring roles.

Has strong interpersonal and organization skill sets; comfortable in a dynamic, fast paced environment, and understand that flexibility and accountability feed directly into customer satisfaction.

Working Conditions

This position is a hybrid remote role as there may be meetings or other duties, which require physical presence in the office. Home office workspace with connectivity required within the Portland / Vancouver Metro region. Local candidates pre-ferred, however we will also consider candidates residing in the greater Pacific Northwest within our operating market areas.

We believe in taking care of our employees and offer the following benefits :

Complete medical, dental, vision, and life insurance is available.

Our safe harbor 401(k) plan is available to employees on day one and includes a 100% fully vested employer match of up to 4% of your compensation.

Eight paid holidays, flexible "Take What You Need" PTO and 16 hours of paid volunteer time!

LS Networks employees can also take advantage of local employee store passes at Columbia Sportswear, Adidas, and Costal Farms for big discounts!

LS Networks is committed to Equal Employment Opportunity and focuses on attracting, retaining, developing, and promoting the most qualified employees. We provide a work environment free from discrimination and harassment, where all employees are treated with respect and dignity.

This posting describes the position currently available. It is not an employee contract. Our company reserves the right to modify job duties or job descriptions anytime.

Salary : $84,000 - $104,300

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