The Service Assurance Technician Tier 2 should be proficient in two or more technical disciplines (VoIP / SIP, Data, Transport and Unified Communications). Have a basic understanding of telephony including some data network background. Acts as liaison between customers and company personnel in managing requests or issues. Ensures safeguarding of confidential information accessed in the performance of duties.
Knowledge with SIP and VoIP protocols, IP routing, and Ethernet switching.
Provides qualitative technical service assurance support to internal and external customers.
Maintaining Service Level Agreements (SLAs) and Service Level Objectives (SLOs) on incidents.
Responsible for service assurance for all first and second-level network troubleshooting for switching, data services, and transport including call routing, switch translations, data routing, internal network transport topology, and last-mile transport to customer demarc.
Repairs, programs, and maintains telecommunications equipment and services from remote location, including upgrades and management of services.
Remains in compliance with company requirements and performs other related duties as assigned by the management.
To be amazing in this role, youu0026rsquoll need:
Can establish priorities and work independently on projects.
Must have basic keyboarding skills at 30wpm.
Skilled at reading and interpreting technical instructions as applicable to job duties.
Ability to work under pressure and meet deadlines.
Maintain accurate customer-related documentation and database information.
Provide feedback to the supervisor regarding our level of service and feedback from customers.
Must have ATLEAST one (1) of the following Certifications:
Mitel Certification - MiVoice Business Core - MiVoice BusinessAdvanced - MiVoice Business Networking - MiVoice Business Hospitality - MiVoice Border Gateway - Micollab - MiContact Center Business - MiContact Center Office - MiVoice Office 250 - MiVoice Call Recording u0026ndash Oaisys, end of life now - ASC Call Recording
Apply now and unlock various opportunities for growth, rewarding perks and benefits, and a company that you can be proud of.