Telecom Engineer Tier III
Responsibilities:
Act as Subject Matter Expert for Corporate network design and Call Center technologies.
Act as final technical point of escalation for corporate network and telecommunications issues.
Coordinate ordering and installation activities for the Corporate Network and services in all markets.
Manage and control equipment and circuit inventories for all corporate offices.
Participate and/or provide technical leadership in design and implementation of corporate voice and data network elements.
Gather and develop functional requirements for network and call center related projects, and provide formal documentation to key stakeholders on a regular basis.
Provide Management Reports relating to Corporate Network Performance, Corporate Network Reliability, Trouble Volumes, Failure Post Mortems and Costs Analysis.
Interact with the Cbeyond employees to resolve service affecting issues
Monitor and maintain the Cbeyond Corporate voice and data network infrastructure
Monitor and maintain Cisco Unified Call Center and telephony services for the corporate environment.
Escalate troubles to vendors/service providers when appropriate
Assist Tier 1 and 2 with resolving routine trouble tickets
Provide feedback to Customers concerning service issues
Perform proper Trouble Ticket Entry and Administration.
Adhere to escalation procedures and resolution processes.