Service Assurance Support Technician – Tier 3

Spectrotel; Neptune City (NJ); On-site; USD 65,000 - 75,000; Full time

Job summary

A leading telecommunications provider in Neptune City seeks a talented Service Assurance Support Technician to provide 3rd level support and advanced troubleshooting for VoIP services. Candidates must have a strong background in technical support, advanced knowledge of network protocols, and a commitment to customer service excellence. This role requires flexibility in scheduling and offers a salary between $65,000 and $75,000 annually.

Qualifications

• Minimum 3 years’ experience in technical or customer support environment.
• Advanced working knowledge of VoIP protocols.
• Advanced working knowledge of data services protocols.

Responsibilities

• Provide 3rd level support to Spectrotel users for VoIP services.
• Manage trouble tickets in the repair ticket system.
• Perform advanced troubleshooting on Spectrotel managed routers.

Job description

Service Assurance Support Technician – Tier 3
About Your Role:
Candidates should have flexibility in scheduling as the Service Assurance handles inbound inquiries for our base 24 hours a day, 365 days a year. We provide technical support to customers through ACD and email support systems with a focus on a quick and concise resolution. Around-the-clock surveillance, troubleshooting and. Customer service is the hallmark of Spectrotel and therefore qualified candidates shall be responsible for delivering best in class service to our valued customers and providing technical support for Spectrotel’ s robust suite of voice, data, and managed services products.

About Spectrotel:
Spectrotel is a leading national next generation aggregator of voice, internet, cloud communications and managed services. Spectrotel aligns suppliers, agents, and customers, through the use of Spectrotel’s aggregation platform to bring out the best of each to maximize customer success and experience. We are the “Network of Networks” and have achieved this through the committed, passionate and driven team of associates that make up the Spectrotel team.

We are proud of having created a unique and valued experience for some of the most well-known brands throughout the country by providing exceptional service and technology solutions crafted to meet and exceed their business needs. We owe our success to a set of simple principles: integrity, honesty, flexibility, and ambition. It is the embodiment of these traits that make Spectrotel a distinctive integrated solutions company.

As a privately held company we seek individuals who can help contribute to the company’s success. This means you are not shy, you like rolling up your sleeves, digging in, and helping solve problems, you feel energized when you present an idea and most importantly you are persistent, passionate and never satisfied with the status quo.

Responsibilities include but are not limited to:
• Trouble ticket owner responsibilities for tickets in the repair ticket system.
• Provide 3rd level support to Spectrotel users for troubles involving VoIP services, routers, firewalls, and SD WAN platforms.
• Coordinate and follow up on network repairs and dispatch the appropriate vendor / specialist depending on the type of issue.
• Perform advanced troubleshooting and repair actions on Spectrotel managed routers and firewalls: i.e., CISCO, JUNIPER, FORTINET, MERAKI and/ or various other vendor equipment.
• Perform advanced troubleshooting and repair actions on SD WAN services: i.e., VELOCLOUD, BIGLEAF, and FORTINET GW.
• Perform advanced troubleshooting and repair actions on various carrier portals: i.e., 8X8, COREDIAL, INTELEPEER, AND BROADVIEW/WINDSTREAM.
• Perform advanced troubleshooting and repair actions on Internet Over Wireless services: i.e., BEC and CRADLEPOINT.
• Provide technical coaching and training to Service Assurance Tier 1 & 2 technicians.
• Review all trouble tickets being advanced to Engineering Support to verify steps taken by Tier 2 technicians prior to assigning to an engineer.
• Continuous monitoring for problems on customer networks via Solar Winds NMS.
• Perform other duties as instructed by Spectrotel Management.
• Flexible hours (available to work evenings, weekends and be on call).
• Occasional overtime based upon the department workload.

Qualifications:
• Minimum 3 years’ experience in technical or customer support environment
• Minimum 3 years’ experience in Support Operations
• 1-3 years’ experience on Fortinet and Meraki Hardware/Software.
• 1-3 years’ experience in Solar Winds
• Data Networking education and/or industry certification
• Advanced working knowledge of the 7 layers of the OSI model
• Advanced working knowledge of Spectrotel managed routers and firewalls: i.e., CISCO, JUNIPER, FORTINET, MERAKI and/ or various other vendor equipment.
• Advanced working knowledge of SD WAN services: i.e., VELOCLOUD, BIGLEAF, and FORTINET GW.
• Advanced working knowledge of various carrier portals: i.e., 8X8, COREDIAL, INTELEPEER, and BROADVIEW/WINDSTREAM.
• Advanced working knowledge of IOW services: i.e., BEC and CRADLEPOINT.
• Advanced working knowledge of VoIP protocols: i.e., SIP, SIP TRUNK and MGCP.
• Advanced working knowledge of data services to include but not limited to MPLS, VPN Protocols, QOS, and Private Line Connections.
• Advanced working knowledge to of Unified Threat Management firewall protocols like IPS/IDS, WebSense, and spam/malware protection.
• Working knowledge of ITSM and CRM platforms: i.e., SALESFORCE, REV.IO
• Working knowledge of Cabling and Network Topologies
• Working knowledge of Fiber/DS3/DS1 technologies
• Organizational skills and abilities to self-manage workload.
• User level knowledge utilizing Microsoft Office.
• Capable of generating new ideas and continuous improvement efforts
• Excellent verbal and written communication skills
• Flexibility in scheduling
• Demonstration of a “customer first” attitude
• Bachelor’s Degree or equivalent experience

Preferred Qualifications
• Fortinet NSE 4 preferred
• Meraki 360 preferred
• Juniper IJSEC preferred

Equipment Experience
• CISCO, JUNIPER, FORTINET, MERAKI and/ or various other routers and firewalls
• VELOCLOUD, BIGLEAF, and FORTINET GW SD WAN devices
• 8X8, COREDIAL, INTELEPEER, and BROADVIEW/WINDSTREAM carrier portals
• BEC and CRADLEPOINT IOW devices
• SIP, SIP TRUNK and MGCP VoIP protocols

Salary: 65,000-75,000k
Spectrotel is an Equal Opportunity Employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other legally recognized protected basis under federal, state, or local laws, regulations, or ordinances.