Conterra

Engineer I

Conterra

full-time

Posted on:

Location Type: Office

Location: Charlotte • North Carolina • United States

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Tech Stack

FirewallsSwitchingVoIP

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingnetwork monitoringincident managementcircuit identificationperformance testingdynamic routing protocolslayer 2 switching technologiesVoIPTDM servicesfirmware upgrades
Soft Skills
customer serviceproblem solvingorganizational skillsclear communicationmulti-taskingindependent workteam collaborationability to learn quicklytime managementresponsibility