Telecom Engineer – Incident Specialist


Posted Under: Denver, Colorado jobs in Engineering; Engineering jobs in zipcode 80201
Posted On: 2017-11-17 12:00:00

Client Reference Code: 207247-1
Seeking a telephony engineer focused on incident management. Must have excellent troubleshooting skills along with advanced triaging across multiple domains (technology (call center, network, server storage, etc.), people, and process).

This position will primarily work P3 to P5 incidents and requests from ServiceNow across all call center systems. This position will also be responsible for SLAs for P1 and P2 issues, host outage bridges, lead resource engagement and provide end of event summary.

Key focus areas include:
  • Incident Management and complex incident ticket resolution
  • Receive and manage priority escalations
  • Provide guidance on control actions for Tier 1 event list
  • Open and lead outage bridges and engage resources as necessary, providing regular communication and status updates
  • Close out tickets with all event details required for KPI's
  • Participate in fix item weekly reviews
    Familiar with ITIL Change Management processes. ITIL v3 certification training will be provided.
    Researches and implements break/fix solutions on reported issues from internal ticket system.
    Works extensively and builds effective relationships with the Customer Care, Telephony, IT, Engineering, and Network Operations teams.
    Customer-focused, and actively and consistently supports all efforts to simplify and enhance the customer experience.
    Expands role into other Customer Operations initiatives as required.

    Skills / Abilities and Knowledge
    Ability to read, write, speak and understand English
    Ability to analyze and synthesize complex data
    Ability to listen to and interpret the needs of the customer
    Ability to maintain high levels of energy and create a positive environment
    Ability to make decisions and solve problems while working under pressure
    Ability to use personal computer and software applications (i.e. Microsoft Office etc.)
    Ability to work with others to resolve problems, handle requests or situations employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
    Ability to manage multiple projects while coordinating efforts across a variety of functional areas
    Customer focused
    Exceptional written communications skills
    Exceptional verbal communications skills
    Independent thinker
    Knowledge of cable and telecommunications products and services (e.g., Cable/High Speed Internet/ Telephone)
    Project management skills
    Strong knowledge of telephony and customer support systems technology
    Strong analytical approach to presenting recommendations and making decisions
    Technically savvy
    Bachelor's degree in Electrical or Computer Engineering or related field, or equivalent experience
    Minimum 8-10 Years experience in IVR-Telecom and advanced telecommunication systems

    Office environment
    Travel as required
    Must be willing to work flexible work schedules including evenings, weekends and holidays
    Job Code : TWCETC320 IP Telephony Engineer III Exempt 207247BR