Advanced Services Network Engineer

7 days ago

Savannah, Georgia, United States Consolidated Communications Enterprise Services, Inc. Full time
Job Summary

We are seeking an experienced Advanced Services Network Engineer to join our team at Consolidated Communications Enterprise Services, Inc. This role will provide direct customer support for our suite of Advanced Managed Services, including Managed Services, Managed Router/Switches, Hosted IP PBX, SIP Trunking, ProConnect VoIP, SDWAN, Cloud Secure, DDoS, and Enterprise Data Center Co-Location offerings.

Key Responsibilities
  • Provide customer communications, triage, research, and resolution assurance of service incidents and requests regarding the configuration, usage, and troubleshooting of supported Advanced Managed Services.
  • Collect service and event information, identify customer infrastructure and subscribed services, access Advanced Services support applications, and engage Tier 2/3 technical support staff as needed.
  • Resolve troubles reported/detected beyond the scope of responsibility of the Advanced Services Analyst Desk personnel by engaging other operations and infrastructure teams.
  • Create a positive customer experience and build strong relationships through client-focused Advanced Services service delivery, ensuring timely resolution or appropriate escalation, communicating promptly on progress, and handling customers with a professional attitude.
  • Address, log, research, and resolve Advanced Services service incidents and requests, engage other technical operations teams to resolve troubles beyond the scope of the analyst's ability or responsibility, escalate and track the progress of all working service incidents, and provide timely customer communications reporting on progress until resolution is attained.
  • Ensure a positive end-to-end customer experience and provide single point of contact for Advanced Services customer requests, service questions, and feature changes.
Requirements
  • General knowledge of Advanced Services service offerings.
  • Adtran/Cisco router AOS/IOS experience.
  • Managed Ethernet Services (E-DIA, E-LINE, E-LAN, MPLS) experience.
  • Hosted PBX/SIP experience.
  • MetaSwitch technical support experience a plus.
  • ProConnect (Call Center, Recording, TEAMS, WebEx) experience.
  • SDWAN experience.
  • Cloud (Cloud Secure, Cloud Peer Connect, Cloud Wifi) experience.
  • Data Center Co-Location experience.
  • Hands-on experience with Cisco, Adtran, Juniper, etc., along with the appropriate certifications (e.g., CCNA, CCNP, CISSP, CCSE, GCFW, CISSP, JNCIS-FWV, GCIH, etc.).
  • Hands-on knowledge working with Cisco Routers, Meraki APs, VMware Sphere, Palo Alto Firewall, VeloCloud SDWAN, NSFocus DDoS Mitigation, VoIP Telephony.
  • Working knowledge of security best practices and ability to articulate that knowledge when working with Consolidated Communications customers.
  • Ability to understand equipment associated and be able to provision customer services associated with technologies such as MPLS, Cloud-based firewall, SD-WAN, Cloud WI-FI, DDoS Mitigation, and Cloud Peer Connect.
  • Must possess the ability to solve technical problems at a high level and strong analytical skills.
  • Must have and display excellent verbal and written communication skills.
  • Working knowledge of MS Office Suite, SharePoint.
  • Excellent organization, oral, and written communication skills.
  • Demonstrated business acumen.
Education and Experience
  • Bachelor's degree or the equivalent and 3+ years of applicable experience in Computer Science, telecommunications & networking, or Information Systems or equivalent work experience.
  • Customer Relationship Management experience required.
Benefits
  • We are proud to offer a comprehensive and competitive benefits package, including 401(k) matching, medical, Rx, dental, and vision insurance, disability insurance, flexible spending account, health savings account, life insurance, tuition reimbursement, paid vacation and personal days, paid holidays, employee assistance program, and annual bonus program to eligible employees based on organization performance.

We are an equal opportunity employer and welcome applicants from diverse backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status, or any other characteristic protected by law.

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