Network Support Specialist

Company: PenTeleData

WFH 2 Day Flex Shift: 11PM-7AM (see job description)

Pencor and its subsidiaries are Equal Opportunity Employers

• Although there is a work-from-home component to this position, candidate must reside within 50 miles from base office in Palmerton, PA. Training is done in person at the Palmerton office for the first 6 months. The work-from-home component may be allowable 2 to 3 days per week after training is completed.

PenTeleData is looking for a Network Support Specialist to monitor, repair, and escalate core network solutions in our Network Control Center (NCC). This highly skilled group is responsible for monitoring PTD’s advanced MPLS network, routers, switches, access devices and commercial customer accounts. These specialists proactively monitor the network in order to prevent costly service interruptions by transparently resolving any services issues quickly and effectively. In the event of a core service or customer interruption, this group directly interfaces with customers, other employees and vendors to resolve the issue (s) in a timely manner and frequently performs root cause analysis.

Responsibilities include:

• Monitoring and responding to core and customer network service outages and issues, taking ownership and following through to resolution
• Coordinating and communicating with Partners, Service Providers, Vendors and Field Service personnel to troubleshoot and resolve service outages
• Investigating, mitigating and blocking potential attacks that may cause network service outages
• Directly interfacing with commercial customers to troubleshoot and resolve problems
• Receiving and resolving escalations from the Technical Support department for complex network problems
• Supporting, troubleshooting and resolving issues in managed customer networks
• Using escalation standards and judgment to quickly resolve service outages
• Regularly communicating to customers and other employees the networks “health”
• Escalating to and working with the engineering and other departments to resolve complex issues
• Receiving and investigating service outage escalations and other issues from other departments

*The NCC is operated on a 24×7 basis; therefore, ideal candidates must be willing and able to be on-call during off-work hours and occasionally cover missed shifts by other employees as needed. Weekends and holidays included based on scheduling needs.

Qualifications:

• 2 -4 Year degree in Electrical Engineering, Computer Science or Telecommunications OR 3-4 Year experience working in the Electronics / Communications / Computer/ Networking industry
• CCNA (Cisco Certified Network Associate) Certification or Cisco Certified Network Professional (CCNP)
• Minimum 2 year experience with WAN / ISP level networking
• Some experience with Cisco IOS XE and XR platforms
• Some experience with Cisco ONS transport systems
• Experience with Metro-Ethernet and associated Network Interface Device (NID) configuration and troubleshooting
• Comprehensive understanding of of TCP/IP and troubleshooting tools
• Understanding of the interoperability of routers, firewalls and switches
• Some understanding of Multi-Tenant networking technologies using Cisco WLC and ISE
• Some understanding of SIP/VOIP debugging and troubleshooting
• Some understanding of Docsis Cable Modem and DSL networks
• Extensive knowledge and experience with Cisco Products
• Exceptional Customer Service Skills
• Excellent Communications Skills – oral and written
• Excellent Problem Solving Skills
• Ability to work varied hours/shifts to cover for calls off or emergencies
• Ability to be on-call during off-work hours
• Valid PA Driver’s License and good driving record

Full-Time employees receive:

• Company paid Medical, Dental, Vision and Prescription plan
• Company paid Pension Plan
• Company matched 401K Plan
• Paid Time Off
• Tuition reimbursement program
• Wellness Program Incentives
• Advancement Opportunities

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