NOC Voice Tier 1 Technician is an
entry-level computer networking position in a 24/7/365 Network Operations Center. The Tier 1 Agents of the Voice Network Operations Center (VNOC) are the first line of technical support for Velocity's voice services. The VNOC is responsible for the remote support of installation and upkeep of Velocity's POTS, TDM, and VoIP services.
This role maintains active communication with customers, on-site technicians, carrier service providers, and work directly with Tier 2 Technicians to support and troubleshoot routers, VOIP, telephony. Much of your time will involve monitoring automated probes, trouble tickets, email, and phones for any indication of trouble on customer VOIP/Telephony then taking steps to correct that trouble. Tier 1 Technicians coordinate with on-site technicians, carrier service providers, and other department personnel within Velocity to investigate and troubleshoot, and then guarantee everyone involved is fully updated on status. Tier 1 Technicians ensure all tickets and jobs are handled quickly and accurately from start to finish. This is a fully remote position.
Must be able to work the following schedule listed below:
- Tuesday - Saturday 2pm-10pm EST (Off every Sunday & Monday)
As a Tier One Agent with Velocity, expect to:
- Monitor network devices, interfaces, trouble tickets, Continuous monitoring for problems on customer networks that impact VOIP, and more with Velocity's custom V-SELECT portal
- Troubleshoot issues with Velocity services and update call paths
- Contact carriers and vendors to open new trouble tickets, schedule dispatches, and get recent information on open trouble tickets
- Work with remote technicians to install or troubleshoot Velocity services
- Take incoming calls and respond to emails regarding service troubles and/or call path changes
- Respond to customers in an expeditious and professional manner regardless of medium
- Follow procedures and escalation paths
- Obsession with excellent customer service!
- Thoroughly communicating and documenting all details regarding job status.
- Entry-level to mid-level network troubleshooting and documentation.
- Coordinate with on-site technicians who perform all hands-on work. Escalate to Tier 2 Technicians who handle all advanced troubleshooting and configuration work.
- Support fellow Tier 1 Technicians and follow instructions of Tier 2 Technicians working together as a tightly knit team.
- Look for ways the NOC can continuously improve.
- All other duties as assigned
This may be the job for you if you :
- Have a working knowledge of basic networking technologies, terms, and tools such as but not limited to: OSI Model, Router, Switch, TCP/IP, Telnet, Ethernet, VOIP, and POTS.
- Ability to multitask and work quickly yet accurately.
- Work well as part of a team but also able to succeed completing individual tasks.
- Are able to closely follow defined processes and understand when to escalate to Tier 2.
- Are proficient with POTS, TDM, and/or VoIP technologies
- Have a high school diploma, College degree in a technical discipline or previous work experience in telephony and/or internet networking is preferred
- Hold relevant certifications in networking or telephony
- Are able to work at least one weekend day each week
Why you’ll love working at Velocity
We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.
As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.
Diversity and Inclusion
Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.
Our Values – Collaborative and Strong at the Core
- Customer-obsessed
- One team
- Do the right thing
- Let’s go!
Our Benefits
- Medical, Dental, Vision
- PTO & Paid Holidays
- 401K – with Employer Match
- Paid Parental leave
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
About Velocity MSC
Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/ .
Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.
