Network Support Specialist - Tier 2

Pencor Services•Palmerton, PA

2d•$41,600 - $45,760•Hybrid

About The Position

PenTeleData, a leader in Data Transport technologies, is seeking a Network Support Specialist to monitor, repair, and escalate core network issues in our Network Control Center (NCC). This highly skilled group of specialists is responsible for monitoring PenTeleData’s (PTD) advanced MPLS network, routers, switches, and access devices. These specialists proactively monitor the network, preventing costly service interruptions by transparently resolving any service issues quickly and effectively. In the event of a core service or customer interruption, this group will directly interface with customers, engineers, other employees, and vendors to resolve the issue(s) and perform root cause analysis.

Requirements

Associates Degree in Electrical Engineering, Computer Science or Telecommunications Or minimum of 2 years’ experience in the electronics/communications/computer/networking industry
Established residency in Pennsylvania
Valid PA Driver’s License and good driving record
Cisco Certified Network Associate (CCNA)
Knowledge and experience with Cisco products
General knowledge of how routing protocols work
Comprehensive understanding of TCP/IP and troubleshooting tools
Understanding of the interoperability of routers, firewalls, and switches
Understanding of some VoIP and Call Centers (ACD)
Some understanding of Docsis Cable Modem and DSL networks
Exceptional Customer Service Skills
Exceptional Communication Skills - oral and written
Excellent Problem-Solving Skills
Ability to pay attention to detail
Ability to use the Microsoft suite (Word/Excel/Outlook)
Ability to work varied hours/shifts to cover for calls off or emergencies
Ability to be on-call during off-work hours

Responsibilities

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 Technical Support for complex network problems
Supporting, troubleshooting and resolving issues in managed customers networks
Using escalation standards and judgment to quickly resolve service outages
Regularly communicating to customers and other employees the network’s “health”
Escalating to and working with engineering and other departments to resolve complex issues
Receiving and investigating service outage escalations and other issues from other departments
Processing subpoenas for law enforcement agencies (which may include court appearances)
Other duties as assigned