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Clearwire Corporation

Clearwire is the pioneer in 4G and operator of the first 4G network in the country.The Clearwire 4G mobile broadband network now covers more than 130 million people in the U.S. including 35 of the top 40 U.S. markets. Our WiMAX network represents one of the fastest expansions in history, and our 4G network is highly scalable and backed by a wealth of spectrum.In 2011 Clearwire was one of the fastest growing companies in the wireless industry and today serves 11 million 4G customers.Recent pro... Read More

Address      4400 Carillon Pt, Kirkland, WA 98033
Website      www.clearwire.com/
Holding      No Holding Details

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Voice Technician Senior

Position Overview:

The Enterprise Voice Team is the primary point of contact for the Clearwire service desk to escalate trouble tickets originating from Clearwire employees reporting problems with, submitting requests for, or seeking general information regarding any Clearwire IT related issue including but not limited to: desktop software/hardware, server software/hardware, telephone units and service, various accounts including softphones, and Customer Billing applications. The Enterprise Voice Team is responsible for ensuring that all tickets that are escalated from the Service Desk are answered, recorded, resolved and followed-up upon within the performance parameters established by Clearwire management. The Enterprise Voice Team uses a variety of industry standard and Clearwire specific business software applications/utilities to respond to and resolve employee problems.

Clearwire is seeking a customer focused, high-energy individual to support our corporate computer and phone systems in the Senior Voice Technician role. The Senior Voice Technician will handle all aspects of supporting and operating the Clearwire voice infrastructure including corporate offices and contact centers. The Senior Voice Technician will interact with Clearwire employees, third party contractors, and outsourced business partners to ensure their voice system needs are met. Provide Level 3 & 4 systems configuration management, upgrades, and support.

The senior level person will have experience with more than one system (i.e., Avaya and Cisco), and with other voice related systems such as Call Quality Systems, Soft Phones, Call Recording Systems, Voice Mail, Recording Portals, and other related industry standard voice management systems. This person will work with the Level 1 Help Desk, and Level 2 Voice Technicians to solve the most complex of voice incidents and problems.


Base Duties:
• Manage and resolve all escalated Service Desk incoming phone calls, emails, and tickets received while maintaining a high degree of professionalism and attention to Customer Service Excellence.
• Remote Control and hands on support for Windows 7/2000/XP system, IP phones, internal web applications
• Resolve an agreed upon percentage of escalated tickets for incoming problems and requests using the tools provided within set expectations for ticket metrics.
• Administration tasks, including projects, server builds, server room builds (racking / un-racking of server and networking equipment) moves/adds/changes of nodes to Windows AD and other internal applications
• Log all calls and emails in the ticketing system according to pre-defined processes
- Senior Role Duties:
• Apply system patches and upgrades. Program system configuration changes, additions, or deletions.
• Monitor system backups, ensure that backup failures are resolved promptly
• Monitor systems performance and availability. Solve for incident and problem management (ITIL Service Management)
• Resolves systems issues in test, staging, and production environments
• Troubleshoot and problem diagnosis related to lines/trunks
• Add or delete system trunk lines including T1s, etc
• Represents Clearwire in BPO/Vendor meetings
• Documents system procedures, support processes, and end user usage guides
• Trains help desk support personnel to handle level 1 troubleshooting


• 3+ years Information Technology Support as a Systems Administrator, Desktop Support Engineer, Help Desk Technician or related title supporting Windows workstations/servers in corporate environments
• Detailed Windows XP, Windows 7 OS knowledge along with Windows Server environments
• Detailed networking knowledge
• Knowledge of the inner workings of a workstation’s hardware
• Strong customer orientation
• Experience with remote tools for virtualized support
• Experience with a ticketing system and the lifecycle of an incident
• Experience with Linux and other open source software
• Experience with PBX or VoIP systems (i.e., Avaya CM, Avaya MM, Cisco, Asterisk, other)
Certifications and higher education a plus (i.e. ITIL, MCSE, other)
• Network/cabling, Ghost/Images, and command line experience also strongly preferred
• Knowledge of SQL
• Knowledge of basic scripting
• Knowledge of telecommunications circuits and termination
• Knowledge of Avaya CMS
• Knowledge of Avaya Modular Messaging
• Knowledge of Avaya System Platform
• Knowledge of Avaya System Manager
• Knowledge of Avaya Session Manager
• Knowledge of Avaya Communication Manager
• Knowledge of Avaya G450 and G650 Media Gateways
• Must be eligible to work in the United States

Other Job Information

Vacancy type:

Full Time

Contact Mode:

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Job Duration:

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