Network Operations Engineer

JOB TITLE: Network Operations Engineer

DEPARTMENT: Service Delivery Operations

JOB SUMMARY:

The Network Operations Engineer is a position of relevant technical experience responsible for providing the technical expertise necessary to install/activate, upgrade, and validate services provided to customers. The key responsibilities of this position are to follow Telesystem best practices while developing a site design, configuring assigned site CPE, and deploy services utilizing internal and external resources.

The Network Operations Engineer reports directly to the Manager, Service Delivery Field/Network Operations Engineering.

There are no direct reports to this position.

The Network Operations Engineer interfaces with the following key personnel within the company though is not limited by this list:

• Shared Services Engineering Teams
• Service Delivery Teams
• Sales Team
• Sales Engineers
• Technical Support Teams

ESSENTIAL JOB FUNCTIONS:

The Network Operations Engineer is accountable for:

• Troubleshooting: TCP/IP Networking, Routing and Switching, MPLS Layer 2 (VLAN) and Layer 3 Networking
• Working with outsourced field technicians remotely to activate and troubleshoot customer premise equipment including: Routers, Switches, Voice Gateways, SD-WAN appliances, Firewalls, Paging Equipment, and other customer premise equipment as required
• Repairing necessary moves, adds, changes, and deletions that have been escalated as they could not be handled by Customer Care support staff
• Verifying that basic troubleshooting steps were followed, according to documented processes, before escalation
• Assisting Customer Care staff in handling escalations and ensuring that they retain ownership and remain involved until the problem is fully resolved
• Providing support and education to Customer Care staff following to facilitate direct resolution without escalation for future events
• Helping provide ongoing training for Customer Care staff to ensure that proper troubleshooting steps are followed prior to escalation
• Updating diagrams and documentation following changes made as a result of a repair or moves, adds, changes, and deletions and all documentation remains current and accurate
• Relaying escalations to other members of the engineering team following process
• Taking ownership of the customer issues to ensure satisfactory resolution of the problem
• Ensuring that changes requested by the customer during implementation are given to sales and addendums signed before any services are changed.
• Supporting the activation of products and services in cooperation with Implementation Managers when services are “turned up”.
• Provisioning equipment for scheduled installations.
• Implementing change requests for customers including working with the following technologies: TCP/IP Networking, Routing and Switching, MPLS, Layer 2 (VLAN) and Layer 3 Networking, IPS, Single Sign-On, 802.1x, VPN.
• Administering, supporting, and maintaining infrastructure components and document procedures to guide resolution process.
• Researching technology related products and makes recommendations based on business or operational requirements
• Working with third party service providers to resolve operational issues
• Adhering to the Company’s policies and procedures, including the EEO guidelines and safety at all times;
• Performing any miscellaneous departmental duties as assigned.

JOB REQUIREMENTS:

Education and Experience:

• HS diploma/GED – required
• Associates Degree in MIS, Engineering, Networking, (or related major) or 2 years experience in Telecommunications, Engineering, or a similar industry – required
• CCNA or equivalent knowledge – required

Technical Competency Requirements:

• Advanced understanding of networking concepts such as TCP/IP, VOIP, QOS, SIP, RTP, BGP and OSPF – required
• Understanding of IP routing and switching – required
• Understanding of IPv4, IPv6, & QOS – required
• Knowledge of IP Telephony and Telecom Technology – required
• Understanding of Network Security design, concept and product knowledge including firewall, IPS, Single Sign-On, VPN, IPSEC, as well as other network security risks and compensating controls – preferred
• Experience with Firewall administration – preferred
• Knowledge of configuring the following equipment: Adtran, Cisco, Edgewater and Managed Security/SDWAN Cpe (Meraki, Versa, Big Leaf) – preferred
• Experience with MPLS/VPN technologies – preferred
• Experience in server based technology, such as Microsoft and Unix – preferred
• Experience with Aastra or Polycom SIP Phones – preferred
• Working knowledge and troubleshooting experience with firewalls – preferred
• Understanding of transport layer including Fiber, T1 and Ethernet delivery methods – preferred

Core Competencies:

• Agile – Embraces change; adaptable and flexible; sense of urgency;
• Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
• Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
• Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict;
• Accountable – See it, Own it, Solve it, Do it; Hold each other accountable.

Job Specific Competencies:

• Delivers Results – Strategic Planning & Execution; Makes decisions in the best interest of the Company; Knows and responds to business climate; Manages ambiguity
• Displays Leadership – Displays Leadership – Role Model; Communicates vision; possesses Emotional Maturity; Manages Risks; Resiliency; Business Acumen
• Displays Technical Expertise – Keeps technical skills current; effectively applies specialized knowledge and skills to perform work tasks; understands and masters the technical skills, knowledge, and tasks associated with his/her job; shares technical expertise with others; high level of proficiency with Microsoft applications, especially Excel, Visio and Word.

Skills:

• Understands proper resource utilization – Knows how to utilize the various tools and sources of information
• Able to learn new equipment and applications in a timely manner

Other Requirements:

• Background record that meets Company standards;
• Must have reliable transportation
• Strictly maintains confidentiality of financial and/or other information acquired in the course of work, discloses only when authorized, unless legally obligated to do so.
• Valid driver’s license and driving record that meets company standards at all times

WORKING CONDITIONS:

• The Network Operations Engineer is an exempt, full-time, position. The regular hours of work are 40 hours per week Monday – Friday with nights and weekend availability and overtime as needed as assigned by supervisor according to the Company’s needs.
• The Network Operations Engineer will be required to be available on-call and carry a cell phone.
• The Network Operations Engineer is required to drive on the job as needed and is subject to regular MVR checks. He/she must maintain a valid driver’s license and maintain a driving record the meets Company standards for an insurable driver at all times. Any time these conditions are not met, he/she must not drive on the job and must immediately report it to his/her supervisor.
• The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
• This position is subject to change as the needs of the company change.

USE OF COMPANY RESOURCES, EQUIPMENT AND CONFIDENTIAL INFORMATION:

Company resources and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of information gained via any company resource is breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources and/or breaches of confidentiality may be cause for termination of employment.

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

Job Type: Full-time

Pay: $60,000.00 – $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Northwood, OH 43619: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location