Engineer I

Conterra Ultra Broadband•Charlotte, NC

88d•Onsite

About The Position

Conterra Networks creates custom technology-based network solutions for businesses of all sizes nationwide. For over 25 years our team of local professionals have been designing, building, and managing our 11,000+ mile owned and operated fiber network. We are committed to providing fiber-driven solutions for even the highest-bandwidth consuming organizations, and to employing and empowering highly qualified people to serve you better than any other provider. Our slogan reinforces our customer commitment. Conterra delivers the network, but it is our people—and how much we care before, during, and after the build—that truly sets us apart. As we continue to expand our business, we are looking for talented people we a creative mindset, a knack for problem-solving, a collaborative work ethic, and a passion for customer service to join our team.

Requirements

Demonstrated competency in all lower levels of job responsibility.
Solid troubleshooting skills.
Good customer service and organizational skills.
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.
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.
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.
Knowledge of network switching functions; LNP, CNAM, CALEA, STIR/SHAKEN etc.
Ability to manage assigned tasks with minimal supervision.
High School Diploma or equivalent required.
Minimum of 2-4 years of experience working in a Tier 1 or 2 network operations support role.
Experience/training on voice and data communication networks and the individual elements within those networks, data/wireless communications principles.

Nice To Haves

Associate degree or bachelor’s degree in engineering or a related field preferred but not required.
Vendor certifications preferred but not required (BTI, Cisco, Ciena, Adtran, Juniper, Fortinet, VeloCloud, etc.).

Responsibilities

Monitoring and supporting the overall infrastructure of Conterra’s network.
Assisting with 3rd party partners to resolve any network issues.
Customer service, problem solving, troubleshooting, documenting, escalating, and reporting.
Troubleshooting and tracking status with Conterra’s incident management system to properly document events.
Reporting incidents to management or other internal departments by following the SOP for escalations.
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.
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.
Respond to customer requests and provide timely communication as defined by department policies.
Perform on call support as needed.
Accurately identify circuit types and solutions for delivery (e.g., internet, transport, managed and voice services).
Conduct RFC and performance testing, adhere to SLA and MTTR policies and standards.
Collaborate with NOC Technicians for troubleshooting guidance and/or escalation.
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.
Assist field personnel with hardware replacement.
Confirm and/or perform firmware upgrades to network devices.
Analyze, summarize, test, and solve issues with VoIP and TDM services, SIP, SS7 and ISDN messaging.
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.