Senior Voice Engineer

Managed Services Open Location, United States


Description

RoundTower has recently joined forces with two of the other leading names in the industry.  AHEAD (Chicago), and Kovarus (San Francisco / San Ramon) and we are extremely excited to adjoin the successes that we’ve had as separate organizations both technically, and culturally… with groups that have accomplished so much of the same, and are so notably respected in our space! 

AHEAD is an industry-leading, digital transformation solution provider. We partner with our customers and the world’s most admired brands to accelerate innovation, improve operations, and adopt new ways of working and new approaches to technology delivery. Our solutions empower our customers to operate profitably, adapt continuously, and grow sustainably.

Senior Voice Engineer

Ahead is searching for a Senior Voice Engineer to be a part of our Managed Services team. Candidates are eager to learn, customer focused, an effective communicator, self-initiating and can perform most tasks without direct oversight. The Senior Voice Engineer will report to and receive direction from the Network & Voice Team Manager.

Duties and Responsibilities

        Provide enterprise-level operational support to Managed Services customers for incident and problem management activities, including:

  • Fault isolation, troubleshooting, and resolution support for critical customer network & voice issues.
  • Network performance monitoring to ensure customer infrastructure availability and reliability
  • Performing network maintenance and upgrades including service releases, patches, hot fixes, and security configurations
  • Monitoring of network resource utilization, trends, and capacity planning
  • Working within established configuration and change management policies to ensure awareness, approval and success of changes made to network infrastructure

        Perform baseline network and voice administration including MACDs related to firewall, routing, switching, IPSEC, CUCM, CUCX, UCCX

        Perform baseline administration of VoIP, ISDN, Analog or PTSN as well as IVRs

        Perform incident management on wide variety of issues impacting network and voice infrastructure or that are result of failure in its operation

        Performs adds, moves, and changes on network and voice infrastructure within expected SLAs

        Execute network and voice infrastructure maintenance processes as required by customer

        Performs troubleshooting with carriers and vendors regarding network hardware and circuit issues

        Actively contribute to the configuration, layout and performance tuning of the managed network and voice infrastructure

        Build and maintain documentation for customer network and voice infrastructure

        Perform periodic review of customer network and voice infrastructure, completing documentation and implementation of continuous improvement opportunities

        Provide support and cross-training to team members on managed solutions to ensure resilient support model

        Communicate, internally and externally, the status of the incident ticket/service request directly with the customer or broadcast to a larger audience as defined per SLA.

        Manage service requests ensuring adherence to SLAs

        Assist with cross training of other Network & Voice team members as needed

        Work cross-functionally to foster knowledge sharing for AHEAD’s technical teams.

        Collaborate with client, vendor, and Implementation Engineers/Architects on assigned projects

        Manage and prioritize requests while maintaining transparent communication

        Participate in an on-call rotation

        Completion of a training plan and certifications as agreed upon by management

        Continuous education to include dedicated training, course work, and lab work

Qualifications/ Technology Experience

        A Bachelor’s degree or equivalent in Information Systems or related field.  Unique education, specialized experience, skills, knowledge, training, or certification may be substituted for education

        Minimum of 12 years of related experience with Cisco Unified Communications and Collaboration infrastructure, 3CX PBX, video conferencing solutions, Cisco Contact Center, Expressways C&E, AWS

        Minimum of multiple industry associate certification required: Cisco (CCNA, CCNP Collaboration, 3CX Basic; Fortinet and AWS certifications are a plus

        Expert knowledge of enterprise networking technologies

        Advanced knowledge of AWS, Cisco, Fortinet, Dell, and Palo Alto networking technologies:

  • Route/switch/security
  • Layer 2 & 3 protocols
  • Enterprise LAN, SD-WAN, WAN topologies

        Managed Services or consulting experience is a plus

        Proven experience with systems planning, security principles, and general technical best practices.

        Excellent understanding of the organization’s goals and objectives.

        Ability to conduct research into systems issues and products as required.

        Highly self-motivated and directed, with keen attention to detail.

        Proven analytical and creative problem-solving abilities.

        Able to prioritize and execute tasks in a high-pressure environment.

        Strong customer service orientation.

        Ability to work in a team-oriented, collaborative environment.

Work Conditions:

        Candidate must have reliable transportation

        Candidate must be able to lift 50lbs