Job Description

Network VoIP NOC Engineer
Job Number: 21-15681
 
Use your skills where innovative technology solutions begin. Eclaro is looking for a Network VoIP NOC Engineer for our client in Los Angeles, CA. 
 
Eclaro’s client is a leading technology solutions provider, collaborating with customers to manage their needs and achieve success in their business goals. If you’re up to the challenge, then take a chance at this rewarding opportunity!
 
Position Overview:
  • Ensures customer's success through effective monitoring and quick service restoration.
  • Possess solid technical foundation in telephony, system & networking skills background, and appetite to drive change
 
Responsibilities:
  • Monitor network stability and performance to ensure 24x7 operations and resolving service impacts as they occur within SLA
  • Ensure customer success by answering and resolving technical support cases from typical contact center customers via email, chat, meet, adhering to our core operational processes (Update issue tracker, escalation matrix, engaging partner teams, etc) and meeting response SLOs and high level of customer satisfaction
  • Develop familiarity with key documentation related to the products under support; consistently direct customers to correct documentation to ensure customer success.
  • Contribute to team efficiency by understanding and consistently adhering to support processes for case handling, escalations, hand-offs, bug filing, case routing, and case root cause categorization.
  • Reproduce customer problems, independently and consistently adhering to team processes for filing bugs (product & documentation) and feature requests.
  • Ability to write clear customer communications, structure the troubleshooting next steps, provide workarounds where possible, and empathize with customer needs and pain points.
  • Appetite to drive change in tools, processes, and products to eliminate pain points at their root.
 
Qualifications:
  • 1-2 Years (preferred) hands-on experience of Telephony/VoIP technologies (8x8 and/or Cisco)
  • Industry-standard certifications preferred (CCNA, CCNP, JNCIA, JNCIP, JNCIS).(preferred)
  • ITIL Foundations or similar service management certification (preferred)
 
Required Skills:
  • Good oral and written communication skills, ability to articulate network issues.
  • Knowledge of Windows, Linux, MAC, Mobile
  • VOIP Protocols (SIP, H.323, MGCP, H.248), VoIP Architecture, VoIP Call Components, Transport connections (these could include SDH, SONET, PDH, DSL, fiber cables, as well as ordinary cables)
  • Knowledge of TCP/IP fundamentals TCP/UDP/DNS/DHCP/HTTP, Subnetting, WiFi, Routing.
  • Scripting - Write moderate complexity scripts for automation.
  • Knowledge of network standards and practices.
  • Experience in dealing with users.
  • Strong knowledge of network troubleshooting tools, and monitoring platforms.
  • Maintain a high sense of urgency while staying cool under pressure.
  • Team-oriented, quick learner, and adaptable to changes.
  • Ability to work autonomously in a highly demanding and often ambiguous environment, with attention to detail and organizational skills
  • Working knowledge and understanding of service management principles (incident, problem, change management)
 
If hired, you will enjoy the following Eclaro Benefits:
  • 401k Retirement Savings Plan administered by Merrill Lynch
  • Commuter Check Pretax Commuter Benefits
  • Eligibility to purchase Medical, Dental & Vision Insurance through Eclaro
 
If interested, you may contact:
Greg Papalexis
Greg.Papalexis@eclaro.com
(646) 849-5359
 
Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Application Instructions

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