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First Group Corporate

FirstGroup America, a subsidiary of FirstGroup plc, is North America’s largest provider of transportation services, employing nearly 100,000 throughout 49 states, Puerto Rico and Canada. To give a sense of scope; if one were to add up all of the passengers that the top four airlines transport throughout the world every year, it wouldn’t come close to matching how many passengers we serve annually at FirstGroup America!

Our student transportation company, First Student, safely transports 4 million children to and from school every day. First Transit provides contract management and operates transit systems for government agencies, municipal organizations and private companies while First Vehicle Services provides fleet maintenance for private and public sector customers. Greyhound, the only provider of national scheduled inter-city bus service, is our most iconic brand carrying 22 million customers every year covering more than 6 billion passenger miles!

It takes vision to build a $5 billion company and to position that company as the market-share leader. It is our team of almost 100,000 committed employees that will sustain our vision. The past has been impressive, but our history is just a launching point to an exciting future with tremendous potential—potential that can only become reality with a team of outstanding men and women…

That’s where you come in.


Job Description

The VoIP Engineer position will be the end to end Subject Matter Expert (SME) for the critical day to day operational support for FGA Global Cisco VoIP Services. This includes, but may not be exclusive to: technical review and oversight of the network/system changes; proactive analysis of vendor release system patches and updates, analysis and resolution of Tier I and II escalated troubles/issues from the Support Center and Network Support personnel. This position will also provide leadership in development of operational procedures, support tools and utilities and as a team member will also assist with day to day adds, moves and changes. The VoIP Engineer will be responsible to manage special projects as necessary and assist in the end to end telephony process.

PRINCIPAL RELATIONSHIPS

The position manages the VOIP telephony service provided to the entire FGA environment.

The position is a member of the Enterprise Networking Services team, located in the Cincinnati, Ohio headquarters and provides VoIP Telecom services to FGA personnel at all levels. The position provides best practice operations management, analysis and operational standards, change management, configuration management, business continuity and disaster recovery team management and works closely with all recipients of core infrastructure technologies.

SPECIFIC RESPONSIBILITIES

Provide advanced operational support for all VoIP related issues, which should include an understanding of various VoIP requirements for our local and remote offices. Operational support will include troubleshooting and resolution of issues with both hardware and software as it relates to system configuration, trunking, Telco, dial plans, routing and features to maintain a stable and reliable platform to support the business needs. The management and support of the businesses’ current cost recovery system for VoIP is also within the scope of responsibility of this position.

Work with equipment vendors to plan and resolve strategic and architectural issues that arise from the VoIP switching platform. Perform in-depth troubleshooting, analysis, isolation and resolution of escalated VoIP network events and customer troubles. Aid in the development and deployment of support tools to improve and expedite issue resolution, deployment and troubleshooting of the VoIP network Identify maintenance and test routines and interact with other Firm teams including Operations, Support Center, vendors and carriers. Produce, maintain and update written procedures as required. Apply IT best practices to all aspects of VoIP systems to assure the highest practical level of stability, and reliability.

 


Job Requirements

5+ years experience in supporting a large, diverse, multiple-location and multiple-technology telecommunications environment including VoIP.

Demonstrated, strong and current technical experience of VoIP technologies, business continuity and disaster recovery processes as they pertain to voice services.

Education:

Bachelor's Degree in Electrical Engineering, Information Technology, Computer Science, Data Communications, Telecommunications or equivalent educational or professional experience and/or qualifications with a minimum of 5 years experience.

Knowledge, Skills & Abilities:

Technical Knowledge: Expert levels of problem solving and analytical ability to analyze complex, detailed voice configurations and manage same on a day to day basis. The position requires an inquisitive nature in all types of technologies and a drive to maximize efficiency and standardization of support processes.

Planning, Management and Organizational Skills: Current and demonstrated understanding of the business process/constraints and ability to anticipate and plan for changing needs. Ability to handle departmental projects so that all resource, scheduling and budgetary requirements are adequately met to support 24X7 service requirement. Must exhibit grace under pressure.

Communication Skills: Outstanding verbal and written communications skills, including the ability to communicate with all levels of lawyers, management, staff and vendors. Requires diplomacy, facilitation skills and the ability to manage conflict.

Judgment and Reasoning: Excellent critical thinking and problem solving ability is required. Must grasp business process, priorities and goals and be able to translate into development initiatives. Must understand basic business relationship and confidentiality principles and adhere to those principles.

 


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