Graduate Engineer designing and engineering water treatment facilities and systems for WSB. Engaging in project development, client relations, and compliance with regulatory standards.
About the role
- Engineer I responsible for monitoring and supporting Conterra’s network infrastructure. Collaborating with 3rd party partners to troubleshoot and resolve issues in a timely manner.
Responsibilities
- The Engineer I 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.
Requirements
- Must have demonstrated competency in all lower levels of job responsibility.
- 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.
- Conduct RFC and performance testing, adhere to SLA and MTTR policies and standards.
- Collaborate with NOC Technicians for troubleshooting guidance and/or escalation.
- 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 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 analyze, summarize, test, and solve issues with VoIP and TDM services, SIP, SS7 and ISDN messaging.
- Ability to manage assigned tasks with minimal supervision.
- Ability to monitor and analyze alarms via NMS system and create tickets in incident management system accordingly in a 24/7 environment.
- 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.
- Assist in training as needed.
Benefits
- Premium health benefits (medical, dental, vision, flex spending, etc.)
- Flexible and generous Vacation and Wellness/Sick hours + 9 paid holidays
- 401K program
- Diversity & Inclusion
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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