Advanced Operations Technician

Vonage is a publicly held provider of broadband VoIP services. Their technology enables anyone to make and receive phone calls with a touch tone telephone almost anywhere a broadband Internet connection is available.

We are currently looking for a Technical Support Tier II to join our growing team. The ideal candidate will have advanced knowledge and experience with network troubleshooting including LAN/WAN, Routers, PBX, Firewalls, Switches and TCP/IP. Technical Support Tier II will be the final level of escalation for advanced issues, both customer and internal facing. This Tier II must be dependable and responsible to carry out the highest level of customer facing troubleshooting without assistance from others.

* This position requires an employee that does well supporting end users on (web based) software programs, is personable and professional on the phone, has great patience, and require little supervision. * Must be able to communicate technical information in a manner that can be understood by non-technical individuals clearly. * Responsibility for handling more complex customer problems that require in depth knowledge of our network, systems, databases, and applications. * Advanced troubleshooting of SIP call flows, audio quality and network problems. * Investigate large scale Production impairments and conduct defect analysis upon request. * Ability to adapt quickly to changing priorities in a dynamic troubleshooting environment. * Ability to operate independent of direction while still contributing to a team. * Create detailed technical test plans. * Coordinate, execute, and document testing that may include vendors and end users Staff mentoring and subject matter training and defect analysis as requested by Operational personnel. * Strong knowledge of routing and switching * Advanced troubleshooting of various circuit types * Perform liaison role between Support Engineer and Network/Voice Engineer Departments. * Coordinate efforts to diagnose and troubleshoot systemic issues amongst other teams within Advanced Operations or in other departments. * Assist in process development, improvement, and documentation

* Strong knowledge of technologies such as SIP, RTP, Wireshark, QoS, COS, various codecs. * Valid CCNA (or equivalent Knowledge) +3 (years) experience facing customers. + 2 (years) in a Technical Role. * Demonstrated ability to analyze issues and identify root cause to correctly resolve. * Advanced knowledge and experience with network troubleshooting including LAN/WAN, Routers, PBX, Firewalls, Switches, TCP/IP. * Advanced knowledge and experience troubleshooting various technologies including BGP, MPLS, T1, VRF. * Ability to configure and troubleshoot Cisco and/or Adtran devices using CLI. * Experience with consultation and design of small business to enterprise networks. * Knowledge and hands on skills with Unix and Linux is required. * Technical certifications such as Cisco, Broadsoft, Linux, etc. * Experience with BroadWorks Systems a plus * Bachelor’s Degree in Computer Science, Engineering or related fields