Job Description

Company Description
Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has delivered 20 years of outstanding service to its rapidly rising base of national and global customers, while growing organically and remaining debt free. As the trusted provider to over 22,000 enterprise locations worldwide, our mission is to help our clients connect and communicate easily. We aim to delight our customers and partners by providing personalized, outstanding service. We have received more than 100 coveted industry awards including "Product of the Year- SD-WAN and UCaaS", "Excellence in Customer Service", "Unified Communications Excellence", "Best in Show," "Best Telecom Deal" and "Top Channel Program".


An opportunity has arisen within the Voice Support Team at Airespring. We are looking for a NOC Engineer to join our dynamic team who perform certain day-to-day tasks of our Voice platforms 24/7 including fist line support of Sansay SBC’s . You will monitor emails, Skype, automated alerts and take Tier 1 and Tier 2 calls for customer issues. Perform triage and analysis, resolving issues, and escalate to technical and managerial resources as needed. Must be able to become a subject matter expert (SME) on the voice SBCs. You will be the customer’s POC throughout the life of the case for Voice and LD services. Acting as the service engineer on assigned open tickets and working in collaboration with technical support staff, management, and logistics to resolve customer affecting technical issues in a timely fashion to maintain maximum customer satisfaction. A general knowledge of the full scope of Airespring services would be helpful: Network, internet, security and. We expect this person to understand how Voice and LD fits in the complete service offering.

Qualifications

• Must be proficient in working with VoIP SBC’s
• Minimum 6 months of experience working on VOIP technology - troubleshooting, application support, product support
• Broad knowledge in telephony systems - prefer training certifications
• Must be experienced in working with (Voip) Solutions, Voice over Internet Protocol Session Initiation Protocol (SIP).
• NOC Operations is a 7 x 24 operation and off hours support may be required
• Must be experienced in Microsoft suite of products (i.e., Exchange, Excel, Word, PowerPoint, SharePoint, Skype and Teams, etc.)
• Use of VPN
• Basic knowledge of databases, SQL – enough to query data from standard pre-build updating routing
• Basic Networking Skills: IP addressing, routers and Firewalls and use of WireShark
• Working knowledge of SBCs (Sansay) is a plus
• Previous NOC and troubleshooting experience are a plus
• Good English communication skills, both verbal and written, to enable interaction with a global customer base.

• Provide support for the Voice network Appliances, Sansay SBC and related equipment
• The NOC Engineer will use multiple processes and skills to plan, provide, and ensure continuous service availability
• Monitor Voice and Fraud Reports as required
• All break/fix tickets/requests are completed in timely manner

• Highly motivated and dedicated team
• Medical Benefits
• Vision
• Dental
• Generous Paid Time-Off Plan