- Must have demonstrated competency in all lower job levels.
- Must demonstrate solid troubleshooting skills.
- Troubleshoot network (Data & Voice) incidents in a timely fashion.
- Prioritize network issues by severity levels and escalate to appropriate levels, as necessary.
- Resolve customer incidents via multiple communication outlets.
- Must have good customer service and organizational skills.
- Maintain status updates to internal and external customers until incidents are resolved.
- Provide accurate documentation for each incident.
- Perform various steps to verify levels and coordinate with Field Operations
- Must have clear verbal and written communication skills.
- Ability to learn and retain information in a fast-paced environment.
- Ability to multi-task efficiently and work independently and as a team while maintaining quality service.
- Respond to customer requests and provide timely communication as defined by our department's policies.
- Experience using MS Office Suite, SharePoint.
- Knowledge of Telnet, SSH, RDP, and WEBHTTPS required to access devices and utilize web and cli interfaces.
- Must maintain and/or exceed company QA scores.
- Possess the ability to take on new, demanding challenges.
- Demonstrate the ability to assume new levels of responsibility and deal with them effectively.
- Perform on call support as needed.
- Ability to accurately identify circuit types and solution of how they are delivered. (ie: internet, transport, managed and voice services)
- Conduct RFC and performance testing, adhering to SLA and MTTR policies and standards.
- Available as the escalation for all Technician levels & Engineer Level 1 NOC employees
- Strong experience with the knowledge and ability to identify and troubleshoot faults on network related devices such as xDSL modems, network interface devices, Layer 2/Layer 3 switches, firewalls, routers, microwave radios, and/or voice (VoIP, SIP, PRI, hosted voice, and analog voice services) daily.
- Strong experience using VISIO, Network Monitoring Software, and ticketing systems.
- Ability to direct field personnel with hardware replacement or other troubleshooting functions.
- Ability to confirm and/or perform firmware upgrades to network devices.
- Ability to manage assigned tasks with no supervision.
- Ability and experience to monitor and analyze NOC Engineer alarm boards and open tickets accordingly in a 24/7 environment.
- Assist in training as needed. Basic creation of training documentation and assist in new product implementation.
- Assist NOC Change Management team as required to determine customers impacted and effect during network maintenance and grooming.
- Perform any other duties assigned by NOC supervisor or manager.
- Strong knowledge in the following voice and/or data protocols:
- Experience with common routing protocols (BGP, OSPF, SDWAN and ISIS) and common Layer 2 protocols.
- Strong knowledge of network switching functions; LNP, CNAM, CALEA, STIR/SHAKEN etc.
- Ability to analyze, summarize, test, and solve issues with VoIP and TDM services, SIP, SS7 and ISDN messaging.
- Education: High School Diploma or equivalent required. Associate degree or bachelor's degree in engineering or a related field preferred but not required. Vendor certifications preferred but not required (BTI, Cisco, Ciena, Adtran, Juniper, Fortinet, VeloCloud, etc.)
- Experience: Minimum of 2-4 years of experience working in a Tier 2 network operations support role. Experience/training on voice and data communication networks and the individual elements within those networks, data/wireless communications principles.
- Core values that embody teamwork, integrity, and excellence
- A super talented team who values hard work, success, and fun :)
- Work/ Life Balance
- Premium health benefits (medical, dental, vision, flex spending, etc.)
- Flexible and generous PTO schedule + paid holiday schedule
- 401K program
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NOC Tier II Engineer - Charlotte, United States - Conterra Ultra Broadband
Description
Job Description
Job DescriptionNOC Engineer II
About Conterra
Conterra Networks creates custom technology-based network solutions for businesses of all sizes nationwide. For over 25 years our team of local professionals have been designing, building, and managing our 11,000+ mile owned and operated fiber network.
We are committed to providing fiber-driven solutions for even the highest-bandwidth consuming organizations, and to employing and empowering highly qualified people to serve you better than any other provider.
Fiber driven. People powered.
Our slogan reinforces our customer commitment. Conterra delivers the network, but it is our people—and how much we care before, during, and after the build—that truly sets us apart.
As we continue to expand our business, we are looking for talented people with a creative mindset, a knack for problem-solving, a collaborative work ethic, and a passion for customer service to join our team.
And that's where you come in.
This position is based at the headquarters in Charlotte.
Job Purpose:
The Engineer II will be responsible for monitoring and supporting the overall infrastructure of Conterra's network and assisting with 3rd party partners to resolve any network issues. The responsibilities are to include customer service, problem solving, troubleshooting, documenting, escalating, and reporting. He/She will troubleshoot and track status with Conterra's incident management system to properly document the events as they occur. They will report incidents to management or other internal departments by following the SOP (Standard Operating Procedure) for escalations as required.Required Qualifications/Responsibilities:
EDUCATION/CERTIFICATIONS:
What we offer
Diversity & Inclusion
Conterra celebrates and supports diversity for the benefit of our employees, our business, and our community. We are proud to be an equal opportunity employer and a workplace which leverages and thrives on the diversity and inclusion of everyone on our team to drive excellence throughout our organization.
