VoIP (UCaaS) System Administrator

Threshold Communications, Inc., is a mature service provider based in the Seattle, WA, area. We serve customers throughout the US and all over the world. We have been in business for more than 20 years and are stable and profitable.

We are looking to add a technical team member in the Seattle metropolitan area who will work from home full-time. This role will also require occasional travel to our data center in downtown Seattle. Threshold Communications is looking for someone to add to our team who is excited about telephony and telecom, assisting in a VoIP (UCaaS) System Administrator capacity. We are a small company (approximately 25 employees), and as part of that team, members get to touch many different parts of technology.

- Full-time position as a VoIP (UCaaS) System Administrator (40 hours per week).

- Compensation: $85,000 - $100,000/yr depending on experience.

- Extended Health Benefits (Medial, Dental, and Vision Insurance).

- 401 (k) matching

This position has two primary functions:

1. Maintain our Hosted PBX / UCaaS VoIP server platform, customer VoIP hardware devices, etc. We are a mixed SIP Trunking and Hosted PBX environment.

2. Travel to our Seattle, WA data center facility and rarely local customer premises to install cables and equipment, troubleshoot problems, etc.

Job Functions:

The day-to-day priority is handling escalations from the tier 1 support team as needed, primarily regarding VoIP issues. These could be platform issues like call routing and DIDs, endpoint issues like SIP device configs, SIP registrations, softphones, etc.

Managing SIP phones, primarily Yealink and Poly (Polycom) devices.

Troubleshoot SIP signaling call flows and errors.

Troubleshoot and identify RTP media problems, packet loss, and jitter.

Conduct platform demonstrations in conjunction with the sales team from time to time to show prospective customers our UCaaS platform.

Manage Linux and Windows-based server environments.

Utilize trouble ticketing systems and internal knowledge base to capture and document procedures (Confluence, Jira, Sharepoint, etc).

Manage our phone number inventory, assist the team with LNP (port-ins, port-outs), and clean up our routing tables and customer configs as customers' port numbers.

Assist our customers in turning up new services with your configuration and troubleshooting expertise.

Participate in our company's primary support after-hours on-call in a regular rotation (currently, after-hours on-call duty is approximately one week out of every six with very few calls).

Qualifications:

A high written and spoken English standard, with advanced attention to detail.

Competent experience (3+ years) with IP telephony (VoIP), Session Initiated Protocol (SIP), unified communications, call center solutions, UCaaS, CCaaS, CPaaS etc.

Working knowledge of Linux systems, SSH, navigating filesystem, log files etc

Working knowledge of IP networks. This includes routers, switches, and firewalls.

Exhibits an understanding of network protocols such as DNS, DHCP, NTP, FTP, etc

Can demonstrate the ability to help customers troubleshoot network problems effectively independently.

Exceptional customer service and confident communication skills. Customizing your interaction to both technical and non-technical audiences.

Enthusiastic Self-Learner with good analytical and problem-solving skills, with the ability to think on your feet.

Prioritization skills and capability to make high-impact decisions while multitasking.

Flex and take on ad hoc projects and cases to challenge growth and learning.

2+ years of providing technical support in a customer-facing role

Bachelor's degree in a technical field and/or comparable industry certifications and experience.

Nice to Have; Candidates can also assist the team with the following technology topics:

Familiarity with open source VoIP platforms like Asterisk, Kamailio, OpenSIPS a big plus.

FreeBSD.

Linux servers system administration and maintenance, install updates, security patches, etc. Mainly Ubuntu Linux with a few Rocky Linux machines.

Windows Server administration (on-prem Active Directory, Windows file server etc)

Microsoft 365 – Office 365 email, Sharepoint, etc. (This is not a primary job role, but we are a small company, and being able to help our internal users from time to time is a huge plus)

Virtualization platform familiarity - VMWare platform including ESXi hypervisor and vCenter. Proxmox, KVM, QEMU, and iSCSI SAN.

Familiarity with MySQL and Postgres

Scripting and other light development work. Somebody who can write scripts to automate some of our business and utility functions is a plus. There is no particular language preference; we can utilize Perl, python, node.js, bash, GO, etc.

Telecom Service provider network experience.

VLANs (802.1q and 802.1ad)

IPv4/IPv6 routing, routing protocols (OSPF, EIGRP, BGP etc)

Experience with network operating systems such as Arista EOS, Fortigate FortiOS, Cisco IOS, Cisco IOS XR, and Ciena SAOS.

Experience with customer WAN services – SD-WAN, SASE, IP-VPN, VPLS, Pseudowire