Job Title: Service Assurance Specialist T3
Company Location: Remote
Job Summary:
We are seeking an experienced and highly skilled Service Assurance Specialist T3 to join our remote team. This advanced role combines deep technical expertise with service assurance, focusing on diagnosing, resolving, and preventing complex telecom issues across data, voice, and cloud-based services. The ideal candidate will manage escalations, ensure network stability, and provide expert-level guidance to internal teams and customers. A strong commitment to compliance, customer satisfaction, operational excellence, and continuous improvement is essential.
Key Responsibilities:
- 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.