What are the responsibilities and job description for the VOICE ENGINEER position at Orlando Telephone Company Inc?
Summit Broadband Inc. is a cutting edge, fiber-based broadband provider delivering best in class residential, commercial, and hospitality technology solutions. This growing, dynamic high-tech company headquartered in sunny Central Florida, is seeking a Voice Engineer to join our Network team and grow with us. The new Summit Broadband is poised for an incredible future fueled by team members dedicated to being the best.
Job Title : Voice Engineer
Status : Full-Time / Exempt
Reports to : Director, Regional Operations
Location : Central Florida
Position Summary :
The Voice Engineer will be responsible for growth, maintenance, optimization, documentation, and troubleshooting the company's converged voice and data network issues to resolution and maintaining a high level of customer satisfaction. This includes all aspects of the company's Voice infrastructure, IP Network Topology, and Backbone Infrastructure on a 24 / 7 / 365 basis.
This is a hands-on position that includes ensuring voice service reliability, voice stability, voice system redundancy, voice system growth. network reliability, network redundancies, monitoring network performance in addition to performing voice / network maintenance and upgrades.
This position will be customer facing, working directly with customers on escalated voice troubleshooting, test and turn-up and post installation support utilizing Summit Broadband platform SiteTracker, iTop and other platforms.
In addition, capacity management, network administration, advanced troubleshooting and problem resolution are key accountabilities for this position. Ideal candidate must be a self-starter with the ability to multi-task projects, be an excellent problem solver and lead end to end technical projects to completion, sometimes in areas that are new with little prior experience.
Essential Duties and Responsibilities :
- Perform service restorations of commercial business & residential customer VoIP troubles and outages. This is a carrier grade, high availability (HA) network designed to meet 99.999% (five nines) reliability.
- Provide a point of escalation to the NOC with on call rotation.
- Provide direct business customer VoIP support, utilizing remote trouble isolation and service restoration techniques applicable to the customers' IP connectivity.
- Provides network analysis concerning usage trends, voice traffic metrics, capacity planning, and recurring events, as well as outage and incident patterns.
- Provides escalation for network-level troubleshooting activities as related to commercial voice networks, including but not limited to : analyzing packet captures, event logs, traffic, and other diagnostic records.
- Analyze network utilization and capacity to isolate customer service degradations.
- Work NOC tickets and ensure customer issues are being addressed in a timely manner.
- Create and document team MOPS and Engineering documents (PGL,DPL, etc) with revision control within Jira, Confluence and SharePoint.
- Direct and assist the field in troubleshooting and restoring Commercial Business customer VoIP issues.
- Work on a team performing new customer activations including the customer voice / network architecture design and integration into the existing network.
- Demonstrate the ability to translate sales requirements into technical requirements and to anticipate end-to-end voice infrastructure needs.
- Prepares and maintains documentation of voice architecture, topology, and voice system (MetaSwitch) configurations. Creates system optimization / performance plan to identify root cause analysis after system failures and initiate recovery plan. Monitor and manage voice capacity across the full Summit Broadband network.
- Manage the company's voice services - Metaswitch system entirely. Perform Metaswitch upgrades on a bi-yearly cycle.
- Update all e911 databases as required.
- Review Metaswitch logs for DDOS events and Blacklist / Whitelist maintenance.
- Must be able to work after hours and weekends. Remain in service during outages until resolved.
- Must be able to work emergency schedules during natural disasters, network outages, and respond to the needs of a 24 / 7 / 365 essential service provider operations.outages, and respond to the needs of a 24 / 7 / 365 essential service provider operations.
Qualifications :
Other Duties :
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Summit Broadband is an Equal Opportunity Employer. Summit Broadband, Inc. takes part in the E-Verify program.