Full-Time Service Assurance Specialist T3

• Serve as the highest-level escalation point for advanced telecom and network issues, ensuring rapid resolution of service-impacting incidents.
• Design, configure, and manage advanced routing and switching protocols (BGP, EIGRP, OSPF, RSTP, HSRP, VRRP, GLBP), with familiarity in MPLS design.
• Monitor and ensure the stability, resiliency, and performance of core network infrastructure, including BGP peerings and internet connections.
• Configure, install, and support Customer Premise Equipment (CPE) such as routers, switches, and firewalls for VoIP, DNS, and data services.
• Diagnose and resolve complex outages, including hardware failures, circuit issues, configuration errors, and software problems.
• Monitor and optimize Quality of Service (QoS) for hosted and managed telecom services.
• Provide advanced technical support for Tier 1 and Tier 2 teams, mentoring staff and improving escalation procedures.
• Develop and maintain detailed infrastructure and troubleshooting documentation.
• Collaborate with vendors, customers, and internal teams to ensure seamless service delivery and timely resolution of issues.
• Lead the design, testing, and deployment of new infrastructure projects.
• Ensure all activities adhere to SOC2 protocols, maintaining security, availability, and confidentiality standards.
• Contribute to the development of operational processes, tools, and best practices to enhance service assurance.
• Must learn and support proprietary applications.
• Handle additional duties as requested by management.

• Bachelor’s degree in Computer Engineering, Network Engineering, Telecommunications, or a related field (Master’s preferred); or equivalent work experience.
• Demonstrated experience in telecommunications and networking with advanced troubleshooting and escalation support responsibilities.
• Prior Tier 3 or senior support experience strongly preferred.
• Advanced knowledge of telecom systems, network protocols, and security practices.
• Expertise with Adtran or Cisco CPE configuration and troubleshooting.
• Strong understanding of VoIP, SIP (HPBX and trunking), and PBX systems.
• Experience with Sansay and Metaswitch SBCs is a plus.
• Proficiency in Metro Ethernet Technologies, LAN/WAN optimization, and QoS management.
• Proven ability to troubleshoot hardware, software, and complex network issues.
• Experience with Cisco, Polycom, Grandstream, and Mitel (Aastra) phones.
• Strong problem-solving, analytical, and customer service skills.
• Excellent written and verbal communication skills.
• Ability to work effectively in a remote environment, managing multiple priorities and projects.

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