Support Engineer II (Telecommunications)

Aventiv

20h

About The Position

The Support Engineer II will focus on telecom escalations to ensure stable and high-performing production systems and telecom services. They provide advanced technical support, resolve critical issues, and work closely with Tech Support, Field Service, customers and Internet Service Providers to maintain connectivity and address network problems. Additionally, they guide team members, supporting various environments and serving as escalation points for complex challenges.

Requirements

• Working knowledge of networking fundamentals, including DNS, TCP/IP protocols, and basic troubleshooting techniques.
• Familiarity with remote support and terminal tools to include CLI tools such as Windows Command Prompt / PuTTy / TeraTerm
• Knowledge of the OSI & TCP/IP layered network models for troubleshooting and logical network topologies and their implementation
• Knowledge of physical network transport technologies and current industry research in development
• Experience with FortiNet/FortiGate firewalls
• Basic proficiency in database query languages such as T-SQL and PL/SQL for data analysis and troubleshooting.
• Experience with incident management and ticketing systems, including tracking, escalation, and resolution workflows.
• High school diploma or GED
• 3+ years of professional experience
• Diagnosing and resolving WAN transport issues with Internet Service Providers (ISP)
• Proactive Monitoring to identify and resolve potential issues before they impact performance.
• Security-Minded with a strong focus on protecting infrastructure and data integrity.
• Process-Oriented with the ability to create and follow efficient, repeatable systems
• Detail-Oriented to accurately document and execute procedures. Accuracy in documentation and execution of procedures.
• Collaborative mindset to work effectively with internal teams and align with company strategy

Nice To Haves

• Bachelor’s degree in computer science, information system or related field
• Experience configuring network equipment such as Adtran, Cisco, Fortinet, etc.
• Basic knowledge of remote support tools

Responsibilities

• Monitor and manage support tickets, ensuring timely resolution and appropriate escalation as needed.
• Investigate, diagnose, and resolve production incidents, identifying root causes and implementing corrective actions to maintain system stability.
• Work with our ISPs in managing their maintenance initiatives such as onsite equipment changes, IP changes, design/path changes, maintenance on their equipment/lines, etc. This includes coordinating departments/personnel in support of such requests as well as managing communication flow to our customers.
• Works with our ISPs (Internet Service Providers) to escalate, restore, and stabilize WAN transport services for our customers and pursue root cause analysis (RCA) from our ISP vendors as needed.
• Generate ad hoc reports and data analyses for both internal stakeholders and external clients.
• Create, update, and manage runbook documentation to support operational procedures and incident response.
• Assist with auditing internal systems to ensure all circuit information is accurate and up to date
• Work with Telecom management on high-priority service outages and tracking status during outage periods.
• Document system configurations, implementation plans, and technical workflows
• Deliver Tier 3 technical support as part of a 24/7 operations team, responding promptly to incidents and service requests.
• Identify, track, and remediate security vulnerabilities to maintain system integrity and compliance
• Perform other related duties as assigned or required.

Benefits

• Eligible for $255 to purchase company equipment (keyboard, monitor, headset, etc.
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED