Lightpath is one of the largest competitive local exchange carriers in the tri-state area. We own and operate our infrastructure "from the ground up" by deploying over 20,000 route miles connecting 13,500 on-net/LIT buildings. With a strong portfolio of cutting edge solutions for Internet, WAN, Voice, SD-WAN, Security & Cloud services, we enable Enterprise customers of all sizes the ability to react to new challenges while developing best practices for the future. With Lightpath's continued focus on network excellence and a "customer first" service commitment, we are building a workforce of the best talent that will meet the needs of our customers and reflect the diverse communities we serve.
Job Summary
The Lead Hosted Activation Technician performs the provisioning and activation of new Hosted subscribers, services and features on the Metaswitch VoIP platforms including moves, adds, changes, and disconnects. The Lead Hosted Activation Technician is expected to lead, mentor, and motivate less experienced Hosted Technicians and is the technical lead for any issues prior to escalation to Advanced Services and Management. The Lead Tech also supports the Switch Manager by accepting escalations, drafting process and assuming designated responsibilities as requested by the Switch Manager.
Responsibilities

• Perform provisioning duties of the Advanced Hosted Tech as needed.
• Advanced troubleshooting of customer voice issues and follow through to resolution or escalation.
• Transfer knowledge and coach less experienced team members
• Accept and resolve escalations from other departments.
• Assist in developing and improving processes and procedures for Hosted implementation and support.
• Help to manage reliability, performance and quality of telephony infrastructure.
• Work cross functionally to learn other switch functions and services and pass this knowledge to the Hosted team.
• Perform specified management duties in the Switch Manager's absence including representing manager at meeting.
• Delegate daily work assignments from queue and maintain Station Review build log and tech calendar.
• Manage all Hosted "special projects" outside of normal Hosted builds.
• Represent the Hosted team in meetings regarding special projects, large implementations, or new product roll outs for hosted.
• Coordinate and execute large-scale upgrade phone migrations on the Metaswitch platforms to ensure minimal disruption to services.
• Provide detailed technical documentation and training materials for new features and processes to support team members and ensure consistent service delivery.

Qualifications

• 5+ years of PBX experience, soft switch technologies or related applications.
• 5+ years of advanced VoIP and network troubleshooting.
• 5+ years of experience with Cisco, Polycom and other VoIP handsets.
• Minimum high school graduate.
• Good understanding of LAN/WAN technologies and IP networks.
• High sense of urgency.
• Applied understanding of SIP messaging.
• Applied understanding of transport technologies.
• Applied understanding of configuring Adtran and/or Cisco IADs.
• Industry certification in a discipline related to voice or network technologies.

PREFFERED:

• Basic understanding of telecommunications hardware elements, software and platform components not related to VoIP.
• Applied knowledge of debugging Adtran and/or Cisco IAD.
• 1+ years in a leadership role or demonstrated leadership attributes.

Lightpath is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
Lightpath collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
This position is identified as being performed in/or reporting to company operations in New York State. The pay range at the time of posting in the specified locations is $85,000- $100,000/year. Pay ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience.
Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty