Engineer I
On-siteCharlotte, North Carolina, United States
Job Summary
Monitor and support the overall infrastructure of Conterra's network by troubleshooting data and voice incidents, prioritizing issues by severity, and escalating to appropriate levels. Resolve customer incidents via multiple communication outlets while maintaining status updates until resolution and providing accurate documentation for each event. Conduct RFC and performance testing, adhere to SLA and MTTR policies, and collaborate with NOC Technicians and Field Operations to verify levels and coordinate hardware replacements. Perform firmware upgrades, confirm circuit types and delivery solutions, and analyze alarms via NMS systems to create tickets in the incident management tool. This role requires 1st shift coverage (8am–4:30pm EST) Sunday through Thursday in the office. Candidates must demonstrate solid troubleshooting skills, strong customer service, and proficiency with Telnet, SSH, RDP, and network monitoring software.
Required Qualifications
- Must have demonstrated competency in all lower levels of job responsibility.
- Must demonstrate solid troubleshooting skills.
- Must have good customer service and organizational skills.
- 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.
- 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.
- Knowledge and experience with the 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, voice (VoIP, SIP, PRI, hosted voice, and analog voice services) daily.
- Solid background using VISIO, Network Monitoring Software, and incident management systems.
- Basic knowledge of dynamic routing protocols and technologies.
- Basic knowledge of layer 2 switching technologies such as Q-in-Q, s-tag, c-tag and STP.
- Ability to analyze, summarize, test, and solve issues with VoIP and TDM services, SIP, SS7 and ISDN messaging.
- Ability to monitor and analyze alarms via NMS system and create tickets in incident management system accordingly in a 24/7 environment.
- Ability to manage assigned tasks with minimal supervision.
- Experience using MS Office Suite, SharePoint.
- Knowledge of Telnet, SSH, RDP, and WEBHTTPS required to access devices and utilize web and cli interfaces.
- Minimum of 2-4 years of experience working in a Tier 1 or 2 network operations support role.
- Experience/training on voice and data communication networks and the individual elements within those networks, data/wireless communications principles.
- 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.)
Desired Qualifications
- As we continue to expand our business, we are looking for talented people we a creative mindset, a knack for problem-solving, a collaborative work ethic, and a passion for customer service to join our team.
- Ability to assist field personnel with hardware replacement.
- Ability to confirm and/or perform firmware upgrades to network devices.
- Knowledge of network switching functions; LNP, CNAM, CALEA, STIR/SHAKEN etc.
- Ability to assist NOC Change Management team as required to determine customers impacted and effect during network maintenance and grooming.
- Assist in training as needed.
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