Network Support Specialist

Company: PenTeleData

WFH 3-Day Flex Shift: 11PM-7AM (includes weekends and other hours as needed for coverage)

Pencor and its subsidiaries are Equal Opportunity Employers

This position will primarily be a 3rd shift position. Hours typically 11PM-7AM. Days worked (including weekends) will vary due to scheduling. Helping cover shifts missed by other employees can vary as well (7AM-3PM, 3PM -11PM or 11PM-7AM depending on the scheduling needs).

Candidates must reside in Pennsylvania and be able to do the training in person at the Palmerton office for the first 6 months. Work from home may be allowable 3 days per week after training is completed.

PenTeleData, a leader in Data Transport technologies, is aggressively hiring network specialists 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.

Job responsibilities include:

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
Troubleshooting and repairing issues with VoIP and call center environments
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)

Qualifications:

2-4 year Degree in Electrical Engineering, Computer Science or Telecommunications Or minimum of 3-4 years' experience in the electronics, communications, computer or networking industry
Established residency in Pennsylvania
Valid PA Driver's License and good driving record
Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP)
Minimum 2 years experience with WAN / ISP level networking
Extensive knowledge and experience with Cisco products
Some experience with Cisco ISO XE and XR platforms
Some experience with ONS transport systems
Experience with Metro-Ethernet and associated Network Interface Device (NID) configuration and troubleshooting
Comprehensive understanding of TCP / IP and troubleshooting tools
Understanding of the interoperability of routers, firewalls and switches
Some understanding of multi-tenant networking technologies using Cisco WLC and ISE
Some understanding of SIP/VoIP debugging and troubleshooting
Some understanding of Docsis Cable Modem and DSL networks
Knowledge of BGP and how routing protocols work in general
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

INDLP