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Tier One Technician (Voice NOC) ENTRY LEVEL - REMOTE

Velocity
Holland, OH
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

NOC Voice Tier 1 Technician is an entry-level computer networking position in a 24/7/365 Network Operations Center. The Tier 1 Agents of the Voice Network Operations Center (VNOC) are the first line of technical support for Velocity's voice services. The VNOC is responsible for the remote support of installation and upkeep of Velocity's POTS, TDM, and VoIP services.

 

This role maintains active communication with customers, on-site technicians, carrier service providers, and work directly with Tier 2 Technicians to support and troubleshoot routers, VOIP, telephony. Much of your time will involve monitoring automated probes, trouble tickets, email, and phones for any indication of trouble on customer VOIP/Telephony then taking steps to correct that trouble. Tier 1 Technicians coordinate with on-site technicians, carrier service providers, and other department personnel within Velocity to investigate and troubleshoot, and then guarantee everyone involved is fully updated on status. Tier 1 Technicians ensure all tickets and jobs are handled quickly and accurately from start to finish. This is a fully remote position.

 

As a Tier One Agent with Velocity, expect to:

  • Monitor network devices, interfaces, trouble tickets, Continuous monitoring for problems on customer networks that impact VOIP, and more with Velocity's custom V-SELECT portal
  • Troubleshoot issues with Velocity services and update call paths
  • Contact carriers and vendors to open new trouble tickets, schedule dispatches, and get recent information on open trouble tickets
  • Work with remote technicians to install or troubleshoot Velocity services
  • Take incoming calls and respond to emails regarding service troubles and/or call path changes
  • Respond to customers in an expeditious and professional manner regardless of medium
  • Follow procedures and escalation paths
  • Obsession with excellent customer service!
  • Thoroughly communicating and documenting all details regarding job status.
  • Entry-level to mid-level network troubleshooting and documentation.
  • Coordinate with on-site technicians who perform all hands-on work. Escalate to Tier 2 Technicians who handle all advanced troubleshooting and configuration work.
  • Support fellow Tier 1 Technicians and follow instructions of Tier 2 Technicians working together as a tightly knit team.
  • Look for ways the NOC can continuously improve.
  • All other duties as assigned

This may be the job for you if you :

  • Have a working knowledge of basic networking technologies, terms, and tools such as but not limited to: OSI Model, Router, Switch, TCP/IP, Telnet, Ethernet, VOIP, and POTS.
  • Ability to multitask and work quickly yet accurately.
  • Work well as part of a team but also able to succeed completing individual tasks.
  • Are able to closely follow defined processes and understand when to escalate to Tier 2.
  • Are proficient with POTS, TDM, and/or VoIP technologies
  • Have a high school diploma, College degree in a technical discipline or previous work experience in telephony and/or internet networking is preferred
  • Hold relevant certifications in networking or telephony
  • Are able to work at least one weekend day each week

Aside from working with a great team we also offer great benefits:

  • Top Industry Pay
  • Medical, Dental and Vision insurances available the first day of the month, after the month of hire
  • PTO and Paid Holidays
  • 401K that is 100% vested day 1 with a company Match up to 4% at 90 days of service
  • Life Insurance, STD/LTD (100% Company Paid)

Velocity delivers a single-source approach to managed services, continually earning the trust of its growing client base in the retail, hospitality, healthcare, and entertainment industries. With an in-house team of experienced software development and engineering experts, Velocity delivers customized, customer-focused, and best-in-class solutions by integrating the latest technologies into all its product offerings. Velocity also manages digital signage and DOOH media solutions within the same verticals.

Founded in 2005 by Greg Kiley, CEO, Velocity is a privately held company with approximately 500 employees. Headquartered in Holland, Ohio, with offices in Kansas City, Charlotte, Miami and San Antonio. The company has 13 redundant data centers, more than 5,500 certified technicians throughout the U.S., and 450 carrier agreements and is a CLEC in all 50 states. For more information, visit www.velocitymsc.com.

 

Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.#LI-Remote

 

 

Company Description
About Velocity MSC:

We’re proudly customer-obsessed and do all we can to provide a superior customer experience.
Velocity started out selling long-distance in 2005. It didn’t take long for customers to realize that Velocity’s emerging technologies could significantly improve how they communicate and do business. Soon, Velocity was servicing thousands of retail, hospitality, and entertainment Fortune 500 companies. Velocity’s service offerings continue to grow—making life easier and more profitable for our customers. Now, with over 500 employees, Velocity is an unstoppable force.

Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.

Velocity

We’re proudly customer-obsessed and do all we can to provide a superior customer experience. Velocity started out selling long-distance in 2005. It didn’t take long for customers to realize that Velocity’s emerging technologies could significantly improve how they communicate and do business. Soon, Velocity was servicing thousands of retail, hospitality, and entertainment Fortune 500 companies. Velocity’s service offerings continue to grow—making life easier and more profitable for our customers. Now, with over 500 employees, Velocity is an unstoppable force.

Address

Holland, OH
USA

Industry

Technology

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