Job Description

General Description

The Network Engineer III provides advanced technical support for Tier II and Tier III Network Operations Center (NOC) issues related to Time Division Multiplexing (TDM) and Voice over IP (VoIP) telecommunications technologies. This role focuses on maintaining, troubleshooting, and optimizing systems DMS10, DMS100 family, CS2K, C20, G5, G6, G9. The position also serves as a subject matter expert (SME) for specific solutions or solution groups and is responsible for supporting internal process documentation, training, and mentoring for both customers and VNOC team members.

Essential Functions

• Manage resolution of incoming tickets from customer Tier 1 support through a ticketing system, phone calls, or by utilizing tools and processes to handle traditional Tier 1 functions, such as dispatching.
• Lead and coordinate the trouble resolution process by applying technical expertise, utilizing provided tools, and leveraging knowledge of telecommunications platforms to ensure timely and efficient problem resolution.
• Respond to customer inquiries and technical issues by being available through the Automatic Call Distribution (ACD) system to take calls from customers and resolve issues in real time.
• Participate in an after-hours on-call rotation, providing technical support and responding to urgent issues during off-hours or weekends, as required.
• Thrive in a high-volume, 24/7/365 support environment, demonstrating adaptability, resilience, and a commitment to maintaining operational continuity.
• Collaborate effectively in a team environment, taking on responsibilities as a key member of the support organization while working cohesively with peers and management.
• Contribute to continuous improvement initiatives aimed at enhancing team performance, driving Service Level Agreement (SLA) performance improvements, and increasing overall customer satisfaction.
• Ensure adherence to ISO27001 certification standards, complying with all related security and operational policies and maintaining high standards for information security management.
• Develop, maintain, and update internal process documentation to ensure consistency in troubleshooting and support procedures.

competencies

• Technical Expertise: Deep knowledge of TDM and VoIP telecommunications systems, including legacy and next-generation platforms.
• Analytical Skills: Ability to perform detailed root cause analysis and to systematically troubleshoot complex issues.
• Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Problem-Solving: Excellent problem-solving skills with a proactive and solution-oriented mindset.
• Mentorship: Proven ability to mentor and train junior staff, fostering a culture of knowledge sharing and continuous learning.
• Process Development: Skilled in developing and maintaining technical documentation and operational procedures.

qualifications & Education requirements

• In depth Tier II and Tier III knowledge of aforementioned telecommunications switching platform.
• Be able to drive to resolution the following, but not limited to:
  • Outages
  • 911 issues
  • Non-redundancy and hardware faults
  • AMA polling issues-Translations
  • Trunking and SS7 issues
  • Additional experience in SDM, CBM, GBV-DS, and DPP may be required in the DMS switching area

• Bachelor's degree in telecommunications, network engineering, computer science, or a related field. Equivalent work experience may be considered in lieu of a degree.
• Minimum 5-15 years of experience in network engineering, with a focus on TDM and VoIP technologies.
• Hands-on experience with telecommunications platforms DMS10, DMS100 family, CS2K, C20, G5, G6, G9.
• Strong knowledge of NOC operations and network management tools.

preferred skills & knowledge

• Certifications such as CCNA, CCNP, or equivalent are preferred but not required.
• Expertise in legacy telecommunications systems (e.g., DMS) and next-generation VoIP technologies.
• Familiarity with protocols such as SIP, MGCP, SS7, and ISDN.
• Experience with network monitoring and troubleshooting tools.
• Knowledge of network design, deployment, and maintenance best practices.
• Experience with virtualization technologies and cloud-based networking solutions.
• Strong background in process improvement and workflow optimization.

supervisory responsibility

The Network Engineer III does not have direct managerial responsibilities but plays a key role in mentoring junior network engineers and VNOC team members. This includes providing technical guidance, leading troubleshooting efforts, and assisting in skill development.

work environment & physical demands

• Office and Remote Work: This position may require both on-site and remote work in an office environment. Occasional travel may be needed to customer sites or data centers for training, installations, or upgrades.
• Physical Requirements: The role may require sitting for extended periods while monitoring networks or performing diagnostics. Minimal physical exertion is required, but the ability to lift up to 25lbs occasionally for handling equipment may be necessary.
• On-Call Duty: The Network Engineer III may be required to participate in an on-call rotation, responding to urgent NOC issues during off-hours or weekends.

aDDITIONAL nOTES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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