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Engineer II, Field Service Delivery - Olympia, United States - NoaNet
Description
Engineer II, Field Service Delivery
Executive/Admin :
Operations - Salary
Gig Harbor, Washington
Minimum Experience
Mid-level
Compensation
$73,000 to $100,000 DOE
Job Title:
Engineer II, Field Service Delivery
Department:
Service Management Office > Network Operation Center
Reports to:
Field Service Delivery Manager
Location:
Remote, but located in the west side of Washington state
Overview - About NoaNet
NoaNet is a non-profit mutual corporation providing wholesale telecommunications transport and is headquartered in Gig Harbor, Washington.
For over 20 years, it has operated a reliable public open-access broadband communication network totaling over 3,300 fiber miles that provides rural areas access to broadband services, supporting last-mile providers that serve more than 260,000 customers.
NoaNets members are nine public utility districts and a joint operating agency that have served wholesale customers in Washington State since 2000.
Learn more about NoaNet at .Purpose of Position:
Field Service Delivery Engineers are assigned to a specific geographical area to support NoaNet customers.
SDEs Primary function will be to focus on engineering and operation duties which includes:
design, build, test, deploy, provision and troubleshoot the NoaNet production Network.
Positions Customer(s):
NOANET Management, Network Users, Internal NOANET Customer Support groups and all NOANET customers and Owner Groups.
Job Qualifications at All Levels in the Position in KSAs
With a focus in Customer Experience (CX) :
Be the Voice of the Customer
Troubleshoot customer service issues- *even those that are not our problem*
Keep customers updated on trouble resolution progress (*Ticketing, Email, Phone Call)
Escalation of severe or chronic customer issues; create performance improvement plans in collaboration with the Product owners.
With a focus in Service Operations (SO) :
Available for on-call support 24/7/365 (*excluding scheduled PTO*)
Dispatches for preventative maintenance, quality control inspections and repair facility equipment.
Provides engineering services expertise to internal stakeholders, owner groups and providers.
Performs the technical evaluation needed to address a given concern
Prepares the technical documentation for systems and telecommunication solutions/requisitions
Daily travel to customer job sites
Planning and coordinating with customers
Installation, testing and verification of network equipment
With a focus in Facilities Maintenance (FM) :
Experience in building infrastructure equipment to include, but not limited to: generators, power distribution units (PDU), uninterruptible power systems (UPS), automatic transfer switches (ATS), HVAC, etc.
With a focus in MPLS/IP Network (IP) :
Certifications Required:
Industry specific certifications are highly valued and can contribute toward education. Certifications of preference; Nokia, CCNA (Cisco), Juniper certifications preferred.
Engineer II, Field Service Delivery
Additional
Job Requirements:
Mid-level engineering position provide ongoing support, management, advanced-level troubleshooting response and for the production network.
Must have a basic understanding of telecommunications, and ability to follow documented procedures.
Years of Experience required to meet minimum qualifications:
Minimum of four years of increasing responsibility and experience in telecommunications central office OR Operations environment is required.
Level of Education required to meet minimum qualifications:
High School diploma or equivalent required. Associates degree in engineering, computer science, electronics technology, telecommunications or a related field required.
A combination of education and/or experience sufficient to perform the duties may substitute for the degree requirement on a year for year basis in addition to the minimum years experience required above.
Job Requirements:
At All Levels Reporting Relationships :
Position reports to:
Assigned Manager/ Supervisor of Department
Number of Direct Reports:
N/A
Physical Requirements:
This is an Office Position but does require occasional work with other groups. Ability to lift and carry up to 50 lbs. and work in cramped spaces and at heights. Hearing, vision, depth perception, and hand-to-eye coordination sufficient to perform job duties. Visual and auditory acuity necessary to operate equipment and identify color-coding.
Ability to tolerate temperature and weather extremes (fumes and odors, dust, low light conditions.) Strength and coordination sufficient to perform job duties.
Working Conditions:
Work is normally performed in an office environment with long periods of computer work. *S*hift work, overtime and travel is required. Position is subject to dealing with difficult people and situations. Occasional exposure to Inside/outside work; noise; standing; hot/cold temperatures; vibration; cramped quarters.
Special Conditions :
Required to participate in a rotational schedule working at the NOC; responsibility will include training of lower level Engineers; troubleshooting complex customer issues using any and all required skills to perform the necessary duties; and consulting with employees, other departments, and/or management to determine root cause of an incident, outage or failure of services and corrective actions.
Background /Security Conditions:
Based on the positions business needs, background and security checks are subject to Level 1 background checks.
Driving Requirements :
Must maintain and possess a valid drivers license, proof of insurance, and a satisfactory driving record.
EEO:
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.
Disclaimer:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, and responsibilities required of employees assigned to this job.
LocationGig Harbor, Washington
Minimum Experience
Mid-level
Compensation
$73,000 to $100,000 DOE
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