Tier II Engineer

Duties / Responsibilities:

• Respond to automated alerts from monitoring tools according to procedure. Use diagnostic tools to ascertain level and criticality of problem. Discover faults and conditions in a proactive manner. Diagnose cause where appropriate and resolve expeditiously. • Troubleshoot all level 1 incidents and escalate as needed. • Detect outages and remedies. The lead role mentors other team members to ensure compliance with company standards and policies. • Monitor production network environment using a combination of monitoring tools to ensure availability. • Work with Business customers, residential customers and techs in the field installing new services. • Troubleshoot issues remotely with customers and technicians. • Coordinate onsite dispatch of associated vendor repair services. • Escalate issues and problems according to procedures and best judgment. • Perform periodic health checks of systems. • Use judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on best course of action to resolve. • Diagnose problems and resolve in an expeditious manner. • Work with engineers to resolve production problems. • Configure and maintain monitoring tools. Work with Lead to ensure alignment with company standards. • Answering direct phone calls from customers and take corrective actions aligned with our White Glove Customer Service promise. • Other duties as assigned by Supervisor.

Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Experience with routing protocols, specifically OSPF and BGP • Experience with Optical Platforms, configuration and/or troubleshooting • Experience working within a cable provider environment • Experience working with third party circuit providers • Experience in current Internet network hardware and software technologies. • Diagnostic experience of a variety of monitoring applications such as Solarwinds, negios • Minimum of 2 years of experience in a Help Desk or high volume call center preferred. • Minimum of 2 years of experience working in IT Operations including knowledge of common tools, methods, and techniques • Industry recognized certifications such as CCNA, CCNP, and/or CCDP • Vendor certifications on any Optical platform (ie: Motorola, ZTE, Alcatel etc) Scripting ( shell, expect, php, python) • Minimum of 2 years of progressively responsible work experience in networks and/or server monitoring Skills • Specialties NOC / Process writing skills or training a plus • Experience in Monitoring Theory / Implementation a plus