Vonage is a global cloud communications leader that helps businesses accelerate their digital transformation through our fully programmable Unified Communications, Contact Center Applications, and Communications APIs. 

Our Engineering Mission: We embody the notion of “Be what’s next. Right now.” We envision, develop and manage technology to connect the world. Our team brings excellence, passion, creativity and curiosity to the job. We look at the business environment and technologies in new and challenging ways, striving to develop and deliver integrated whole-system solutions to meet our customers’ ever-changing needs.

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Why this role matters:

Access NOC Support proactively monitors, analyzes, isolates and troubleshoots our Enterprise customer call processing network hardware, carrier circuits and data center transport facilities for fault and performance irregularities.  The position works directly with telecommunication carriers, Field Service vendors, customer success managers and service delivery to provide our customers with the best communication experience. We fix what’s not working.

Where you will work:

Fully Remote Worker – You will be home based in the USA as opposed to a designated Vonage Office and you will work 100% of the time from home.

Sponsorship Not Available – Legal authorization to work in the USA is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening.

What you will do:

  • Routinely interacts with our end-user customers, as well as with internal network, engineering and customer care support organizations, field operations, external service providers/carriers and equipment vendors during normal service provisioning and trouble resolutions.
  • Network fault and performance monitoring.
  • Trouble ticket management (create, resolve, escalate and manage through to resolution)
  • Prompt identification, impact analysis and corrective actions associated with network degradation or outage events.
  • Identifying circuits that are no longer active but are billed to the company.
    • Requires the use of multiple systems to identify and validate active versus inactive circuits.
    • Weekly reporting on all activities and monthly cost savings.
  • Work with Colocation Data Center Vendors on circuit infrastructure audits, troubleshooting, terminations and additions.
  • Accountable for various levels of fault and performance management, including 1st level technical support activities associated with private transport circuits monitored and managed by the Access NOC
  • Providing technical guidance and coaching to Tier I offshore team members.
  • Requires shift rotation work supporting after-hours, weekends, and holiday coverage.

In addition to the above required competencies, the following are qualities and expectations for a Sr. Network Support Technician within the scope of the AccessNOC:

  • Must be able to work and perform without direct supervision, taking the lead on resolving complex technical issues to restore circuits and services in remediation scenarios ranging in degree of restorative difficulty from moderate to very complex.
  • Is directly responsible for taking on and resolving customer escalations, managing both the technical solution and the required customer communications to maintain or restore a high level of customer satisfaction.
  • Must display high levels of technical proficiency with understanding, configuring and repairing wide area network, transport circuitry and network devices (routers, switches, firewalls, hubs and other equipment and softwares that comprise the delivery platforms upon which our services are delivered to the customer).
  • Must make oneself freely available to his junior teammates for the purposes of coaching and mentoring, assisting in the development of higher levels of technical proficiency amongst those junior teammates.
  • Demonstrate leadership qualities to drive problems through to solutions and to bring manageability to difficult and sensitive customer escalations within minimal supervision.
  • Leverage interdepartmental relationships to rally the proper resources to deliver solid and sustainable solutions.

What you will bring:

Required

  • At least 5 years experience in a Network Support or NOC role
  • Deep knowledge of Carrier vendor infrastructure
  • Carrier Connectivity
    • WAN circuits
    • TDM/Serial, MPLS T1’s, EVC’s, DSL, Cable and Cellular Wireless
  • VoIP and Core Network equipment
  • Juniper, Cisco, Adtran Network Equipment and Customer premise equipment
  • TCP/IP networking concepts
  • Cabling Infrastructure within Data Centers
  • Windows and UNIX/Linux operating environments
  • Requires shift rotation work supporting after-hours, weekends and holiday coverage

Desirable

  • Certification in Juniper/Cisco
  • Application Experience: Salesforce, Oracle financials, Calero Inventory, DCTrack DCIM and PowerIQ
  • Advanced knowledge of Excel spreadsheet formula and pivot tables
  • Developed oral and written communications ability.
  • Capable of reading and writing clear, concise technical reports and letters
  • Strong negotiation and listening skills.
  • Ability to prioritize and organize proficiently in fast paced environment.
  • Reliable, Punctual, Dependable
  • Creative problem-solving abilities.
  • Ability to effectively manage deadlines.
  • Comfortable interfacing with all levels of organizational management

How you will benefit:

  • Medical, Vision, and Dental Coverage
  • Health Savings Account (HSA)
  • Income Protection
  • Maternity & Paternity Leave
  • 401(k) Contributions: Pre-Tax, Roth, or After-Tax Roth Options
  • Unlimited Discretionary Time Off
  • Three Paid Volunteer Days a Year
  • Tuition Reimbursement
  • Voluntary Legal Plan
  • Optum Employee Assistance Program
  • Discount on Auto, Home & Pet Insurance

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

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