For over 25 years, Telesystem has been empowering businesses across the country with a range of innovative network, communication and collaboration solutions designed to address the business-specific needs of each customer, such as SD-WAN, Managed WiFi, Hosted VoIP, Managed Security, Dedicated Internet, and Unified Communications. Guided by strategic partnerships and a customer-centric mission, these customized solutions are backed with white-glove implementation and 24/7 US-based support.

Telesystem currently delivers enterprise collaboration solutions and networking services to businesses in 45 states, DC and four foreign countries. Our customers include hospitals, universities, local public and private school districts, banks, multi-location retail establishments and regional government offices, to name a few.

Job Title: Network Support Engineer

DIVISION: Technical Support

DEPARTMENT: Tier III

JOB SUMMARY:

• The Network Support Engineer is a position of significant technical experience that acts as an escalation point within the support groups. The Network Support Engineer is also responsible for providing the technical expertise necessary to build, monitor, upgrade and troubleshoot the company’s internal and external core network infrastructure as well as all transport and access equipment deployed in support of Telesystem customers.
• The Network Support Engineer reports directly to the Supervisor, Network Support.
• There are no direct reports to this position.

ESSENTIAL JOB FUNCTIONS:

• Responsible for trouble resolution and project management in accordance with priorities set forth by the department or the company.
• Acts as a key contributor in testing, development of training material, Methods of Procedures (MOPs), and Standard Operating Procedures (SOPs) associated with new products, services, and equipment. This also includes peer review of MOPs and SOPs associated with all network changes.
• Responsible for testing and deployment of new network segments. This includes test plan creation and documentation, test plan execution, and test result documentation. This also includes the creation of MOPs and SOPs associated with all network changes.
• Provide escalated technical support for Technical Support Analysts, Technical Support Engineers (Voice and Data), and Installation Technician personnel.
• Ensure that trouble tickets and outages are responded to and resolved in accordance with Service Level Agreements (SLAs).
• Monitor, maintain, and Report on SLA’s for customers and ensure the requirements are met.
• Responsible for the turn-up of new equipment and Software in Telesystem OCs, HUB Sites, and other designated equipment sites according to departmental and company standards.
• Collaborate across Block Communication Inc (BCI) companies to ensure network elements are configured to company best practices.
• Responsible for maintenance activity for all Telesystem network elements including the performance of routine backups.
• Responsible for documenting and understanding firmware versions of CPE and aide in determining forward path execution
• Continuously document and review recommended best practices to aide in continuous improvement and decreasing Mean Time to Repair (MTTR).
• Acts as a key contributor regarding the analysis of trouble ticket and network statistics to provide recommendations on ways to eliminate any developing negative trouble ticket or network trends. Including recommendations for changes.
• Demonstrate expert working knowledge of both Ethernet and Time Division Multiplexing (TDM) principles including SONET based transport technologies, SD-WAN, Ethernet switching, routing protocols (BGP, MPLS, IS-IS, and OSPF), Carrier Wave Division Multiplexing (CWDM), and Dense Wave Division Multiplexing (DWDM).
• Demonstrate expert working knowledge of voice technologies including Plain Old Telephone Service (POTS), Integrated Services Digital Network - Primary Rate Interface (ISDN-PRI), Session Initiation Protocol (SIP), Q.931/Q.921, and Signaling System 7 (SS7).
• Demonstrate expert working knowledge to perform packet-captures with software like Wireshark and correctly analyze and interpret the packets.
• Demonstrate expert working knowledge of Optical Time Domain Reflectometers to determine light transmission distances and light meters to determine light transmission, or reception on fiber optic cables.
• Demonstrate troubleshooting techniques in alignment with company standards to further reduce MTTR. This includes expert working knowledge of test sets used by the company.
• Demonstrate expert working knowledge of the OSI model Layers 1 through Layer 7.
• Maintain a thorough understanding of all relevant systems used by Telesystem. Including CRM system, trouble ticketing system, facility management system, etc.
• Manage trouble tickets within the Telesystem trouble ticketing system providing accurate and relevant information via ticket updates and direct communications with Telesystem customers.
• Acquire and maintain an up-to-date knowledge of all Telesystem deployed equipment, and software.
• Contribute to and participate in any company and department training.
• Work with internal and external resources to accurately test and process faulty equipment.
• Adhere to BCI policies and procedures, including the Equal Employment Opportunity (EEO) guidelines and safety standards, always.
• Perform any other miscellaneous departmental duties as assigned

JOB REQUIREMENTS:

Education and Experience

• High School Diploma/GED--Required
• Associate Degree – Major in IT, WAN/LAN, Telecommunications, Engineering or related technical degree AND 4 years prior telecommunications or networking experience—required

OR

• 7 years prior telecommunications or networking experience—required

AND

• Juniper Networks Certified Specialist (JNCIS) or Cisco Certified Network Associate. (CCNA) certification and Cisco Certified Network Associate Plus Core Exam.
• SIP School Certified Associate (SSCA) - required
• **Professional level certification strongly preferred**
• Obtain certification(s) in an effort to support existing and new products (example: Adtran, Sophos, Fortinet, Juniper Mist) – required

Will work with employee through training and employment for obtainment

• Certification must be kept current and the learning track applicable to the requirements of the position. Any questions regarding applicability should be brought to the attention of department management.
• Expert working knowledge of all layers of both the OSI and TCP/IP networking models. - required
• Expert working knowledge of routers, switches, firewalls, and other security appliances. - required
• Expert working knowledge of voice technologies including Plain Old Telephone Service (POTS), Integrated Services Digital Network - Primary Rate Interface (ISDN-PRI), Session Initiation Protocol (SIP), Q.931/Q.921, and Signaling System 7 (SS7). – required
• Advanced working knowledge of circuit analysis.
• Advanced knowledge of Circuit Test Equipment.

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.
• Displays Leadership - Displays Leadership – Role Model; Communicates vision; possesses Emotional Maturity; Manages Risks; Resiliency; Business Acumen.

Skills and Abilities Required:

• Ability to read, write, and speak English in clear, concise sentence structure with accurate spelling and grammar.
• Able to learn new equipment and applications in a timely manner.
• Maintains composure during stressful times
• Ability to work effectively as a team member
• Evidence of good organizational skills
• Careful attention to detail

Other Requirements:

• Background record that meets Company standards.
• Valid driver’s license and driving record that always meets company standards.
• Present professional appearance and demeanor.
• Strictly maintains the confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so.
• Actively participates in on-call rotation, and escalation of trouble or maintenance related activity.

PHYSICAL DEMANDS MAY INCLUDE:

• Walking, kneeling, standing, lifting (up to 50 lbs.), stooping, crawling, climbing (stairs, ladders), sitting, vision (close, distant, color, depth perception, adjust focus), hearing, talking, using hands and fingers (grasp, hold, pick-up, rotate, keyboarding, etc.)

WORKING CONDITIONS:

• The Network Support Engineer is a full-time exempt position. The regular hours of work are 40 hours per week, day, or evening hours, with additional hours as needed or assigned by the supervisor with on call rotation according to Company’s needs.
• The Network Support Engineer regularly reports to the Network Operation Center, 48I8 Angola Rd Toledo OH, 2700 Northwood Oregon OH, 1 Braxton Way Glenn Mills PA, and/or remote.
• The Network Support Engineer works in an automated business office environment with business office equipment including telephones, personal computers, copy machines, and FAX equipment.
• 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.
• The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the Company changes.

USE OF COMPANY RESOURCES, EQUIPMENT, AND CONFIDENTIAL INFORMATION

Company resources, equipment, 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 Company resources, equipment, or information is strictly prohibited. Any unauthorized use of customer data or any other company information gained via any company resource is a breach of confidentiality and is strictly prohibited.

Any unauthorized use of company resources, equipment information, and/or breaches of confidentiality may be cause for termination of employment.

Telesystem is an Equal Opportunity Employer (EOE).