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VoIP Network Engineer

Company: Frontier Communications
Location: Rochester
Posted on: May 6, 2021

Job Description:

Description Commercial Customer Support Team (CCSC) Managed Services (MS) Support Team ENG, VoIP Network Job Description About Frontier Communications Frontier Communications Corporation, is a leader in providing communications services to urban, suburban, and rural communities in 29 states. Frontier offers a variety of services to residential customers over its fiber-optic and copper networks, including video, high-speed internet, advanced voice, and Frontier Secure digital protection solutions. Frontier Business Edge offers communications solutions to small, medium, and enterprise businesses. Frontier's approximately 28,600 employees are based entirely in the United States. More information about Frontier is available at . Under the Direction of the Commercial Customer Support Center, the CCSC Managed Services Team will service the Frontier VoIP Network and its customers to provide 2nd level support and service resolutions to Business VoIP, SDWAN, Managed Firewall, service impairments on a 24X7x365 basis. The CCSC Managed Services Team will provide Commercial Business Tier II Support to the Internet Help Desk (IHD), CCSC, and field forces. Additionally, the team will closely interface with the Broadband, Provisioning, Tier III, and Vendor support structures to assist in the identification of network performance and outage impairments which may adversely affect service delivery. Responsibilities: - Perform service restorations of Commercial Business customer VoIP troubles and outages. - Provide a point of escalation to the CCSC - Provide direct business customer VoIP support, utilizing remote trouble isolation and service restoration techniques applicable to the customers' IP connectivity. - Provides network analysis concerning usage trends, voice traffic metrics, capacity planning, and recurring events, as well as outage and incident patterns. - Provides escalation for network-level troubleshooting activities as related to commercial voice networks, including but not limited to: analyzing packet captures, event logs, traffic, and other diagnostic records. - Collaborate and communicate directly with Network Operations Center Tier1 and 2 Specialists on customer affecting outages. - Analyze network utilization and capacity to isolate customer service degradations. - Analyze customer data and VoIP configurations. - Provide Tier II technical support for Residential and Business VoIP customers. - Create and document team process flows and work instructions utilizing Resolve, Microsoft Office, and SharePoint databases. - Direct and assist the field in troubleshooting and restoring Commercial Business customer VoIP issues. Requirements - Available to work all shifts, weekends, and holidays on an assigned or rotational 24X7 operational schedule. - Have a broad level of advanced technical knowledge, combined with the conceptual ability to relate work performed to the overall VoIP platform. - Ability to identify, trend, and troubleshoot VoIP service impacting troubles. - Have a good understanding of a VoIP signaling protocol (SIP, MGCP, or SCCP) - Have a minimum of two years of voice and /or data translations experience. - Skilled in troubleshooting: LAN/WAN and digital switching technologies, software, hardware and servers, switches, and modems. - Must communicate in a highly professional manner with fellow associates, customers, customer IT teams, and internal/external executives. - Skilled in problem-solving and resolution. - Knowledge and experience with central office equipment - Be willing to meet the demands of a 24x7 position including rotating on-call, nights, holidays, weekends, and out of hours support. - Must be fluent and articulate in written and spoken English - Ability to work independently and make sound decisions using the information at hand. - Must have basic knowledge of a variety of operating systems such as Windows 2000, XP, Vista, 7, and Unix - Must have working knowledge and experience in one or more of the following disciplines: - Cisco SPARFC 3261/SIP Trucking, Meta-Switch CFS/EAS - Oracle Acme SBC, QoS, Wireshark, IP Routing Protocols, Gen-band, G6, Adtran IAD, Gen-band Genius, Ethernet, U-verse, DSL, Frontier FiberOptic Internet, FTTP, FTTC Technologies, VOIP Provisioning, Residential VOIP ATA, IP PBX, MITEL, Nortel CS2K/MG9K/PP860 Desired Skills/Experience and Education - Cisco, Avaya, Polycom, Mitel, SDWAN, Noki NSG - 2-year degree in Computer Science, Information Technology, Electrical Engineering or equivalent work experience in a related field - 2 years of working experience with a VoIP switch platform (Any of the following: Multi-tenant platforms: Metaswitch, SDWAN Sonus, or CPE platforms: Mitel, Shoretel, Asterisk). This is to include admin, provisioning/customer deployments, and maintenance. - Strong working knowledge of High-Speed Customer Networks, which may include but not limited to the following technologies and vendor equipment: GPON, Ethernet CALIX C7, C5, Lucent PSAX, SDWAN Nokia NSG, Adtran IAD, ECI RAM 1100/1400, Conklin Juniper ERX1440/E320/M320/MX480, Nortel CS2K/MG9K Certification or vendor training from any of the equipment mentioned above 2 years of network monitoring/technical support or equivalent experience Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Keywords: Frontier Communications, Abilene , VoIP Network Engineer, IT / Software / Systems , Rochester, Texas

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