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SalaryWelcome to Iron Bow’s career page. We are glad you are here.
At Iron Bow, our mantra is “What We Do Matters” because of the tremendous impact every one of our employees has on our customers’ mission-critical outcomes. Be sure to check on whether you’re aligned with our company values and culture. If you think you can see yourself delivering an OUTRAGEOUS EXPERIENCE as a member of Iron Bow, then check out the job description below!
This is a Hybrid On-site/Remote position (T/W/TH on-site and Mon/Fri remote)
DOES THIS SOUND LIKE YOU?
- You have a passion for technology and you’re tenacious when it comes to fixing tech issues.
- You’re a self-starter, comfortable working independently and capable of managing day to day operational requirements.
- You have strong customer service and documentation skills
THE HIGH LEVEL
The IronCare team is looking for a Tier 2 VoIP Engineer within our growing Managed Services team that is responsible for managing the entire customer lifecycle across a broad customer base. Primarily responsible for technical troubleshooting, incident management, and customer communication.
WHAT YOU’LL BE DOING
- Remotely troubleshoot VoIP Call Quality, End Point Registration, VoIP features, functionality, and call flow issues
- Provisioning endpoints in CUCM, UCCX, and WebEx Contact Center.
- Executing Call Flow changes CUCM, UCCX, and WebEx Contact Center.
- Documenting VoIP Network Topologies
- Performing Certificate Renewals
- Assists and executes Proof of Concept (POC) tests in the laboratory to validate VoIP call flow concepts and scripts.
- Performs lab validation of proposed technology and services and assists in identifying and developing support processes, and training required to support that technology.
- Develops, maintains, and executes testing plans related to VoIP servers prior to and after server upgrades
- Setup RTMT to monitor customer Cisco Environments
- Identifies trends or chronic issues & work toward root cause & resolution
- Performs initial assessment of high-impact issues and outages
- Works with a team, leads, and colleagues to solve problems independently via support resources (documentation, searches)
- Provides regular and VoIP system performance reports
- Documents work in ticketing system, ServiceNow
- Proactively identifies impairments, problems, or areas for improved efficiency
- Performs regular system health checks to confirm optimal system performance
- Creates and follow knowledge base documentation for customer issues and internal processes
- Develop additional skills and abilities as needed, (ie. associated with new customer requirements)
- Attend trainings for new or existing products, equipment, services as necessary
- Works with department leadership to suggest, enact and deploy new processes and procedures.
- Complete all assigned trainings
- Pass Multiple Background checks as customer required.
- Complete all administrative tasks in a timely manner.
- Provide excellent customer service to internal and external customers and communicates technical information to non-technical audiences.
- Adhere to shift-schedule and communicate to leads and management for unscheduled breaks / leave
WHAT YOU BRING TO THE TABLE
- You have at least 4 years of experience working extensively with VoIP Technology (Cisco preferred)
- You have a strong understanding of VoIP technologies like Voice Codecs, SIP, and basic network troubleshooting skills.
- You have excellent customer service skills and able to always maintain professional demeanor.
- Strong ability to execute based on requirements
- Strong written and verbal presentation skills
- You’re reliable and love to be a part of a dynamic team
- We’d like it if you have Cisco Certification (CCT, CCNA, or higher) and/or CompTIA (Network+, Security+)
- HS diploma required. Advanced degree preferred
- US Citizen, you should be able to obtain Public Trust or secret level government clearance
WHY YOU’LL LOVE IT
- You get to be a creative, problem solver in a dynamic, fast paced environment
- Iron Bow is rapidly growing and with growth comes opportunity for all. There is palpable energy and momentum across the company that is easy to tap into and be inspired by.
- Be a part of organizational transformation. Now’s the time to join. Iron Bow is redesigning the customer and employee experience. This new approach elevates all and truly enables success.
WHY YOU’LL LOVE IT
- You get to be a creative, problem solver in a dynamic, fast paced environment
- Iron Bow is rapidly growing and with growth comes opportunity for all. There is palpable energy and momentum across the company that is easy to tap into and be inspired by.
- Be a part of organizational transformation. Now’s the time to join. Iron Bow is redesigning the customer and employee experience. This new approach elevates all and truly enables success.
THE FINE PRINT
Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law. Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.
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