Network Support Engineer

Network Support Engineer

Location: 14810 Grasslands Drive, Englewood CO, (4 days onsite, 1 day remote)

Pay Rate: $40-$45/hr.

Hybrid: (4 days onsite, 1 day remote)

Contract Duration: Long term ongoing contract

Overview: Our telecommunications client is seeking a mid-level Network Support Engineer to join the Lab Operations team as the first point of contact for all lab-related issues. This role acts as a frontline troubleshooting function for network, video, and systems-related incidents impacting the lab environments.

The ideal candidate is a strong, hands-on troubleshooter with broad technical exposure—not deeply specialized in one area, but confident navigating across network fundamentals, DOCSIS/RF concepts, systems access, and ticket-based workflows. Documentation, ownership, and follow-through are critical to success in this role.

Skill Set:

• 3–5 years of relevant experience in network support, lab operations, NOC, or technical support roles
• Strong understanding of network fundamentals (routing, ping, traceroute, TCP/IP concepts)
• Exposure to DOCSIS and RF concepts (hands-on preferred; strong networking background with willingness to learn considered)
• Experience working in a ticket-based support environment (first-touch or Tier 1 strongly preferred)
• Ability to troubleshoot across multiple technical domains (network, video, systems, applications)
• Strong written communication skills with a focus on clear, thorough documentation

Nice to Have:

• Prior experience in a telecom environment (e.g., cable, ISP, MSO)
• Exposure to tools such as Jenkins, Bitbucket, monitoring platforms (e.g., Zabbix, Splunk—tool-specific experience not required)

Day to day

• Serve as first-touch support for all lab incidents and service requests across teams (network, video, test, tools, applications, systems, etc.)
• Monitor the lab environment, respond to alerts, and triage incoming tickets through Jira
• Perform initial troubleshooting for issues such as:
• Network connectivity problems
• Modems not coming online
• DNS / VM reachability issues
• Video or CPE lab failures
• Use foundational networking tools and commands (ping, traceroute, routing checks, CMTS visibility)
• Troubleshoot and interpret DOCSIS and RF-related metrics (e.g., noise, signal levels, SNR)
• Determine whether an issue can be resolved at Tier 1 or needs escalation to Tier 2 teams
• Clearly document troubleshooting steps, findings, and resolutions to ensure repeatability and knowledge sharing
• Assign and manage system access (e.g., tools, monitoring platforms, repositories)
• Track tickets through resolution to ensure the “story is told” and proper documentation exists, even when escalated

• Disclaimer: Brooksource, Medasource, and Calculated Hire are part of the Eight Eleven Group family of companies and operate under Eight Eleven Group, LLC. All employees receive the same benefits, policies, and terms of employment.

• EEO: We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, military or veteran status, citizenship, pregnancy (including childbirth, lactation, and related conditions), or any other protected status in accordance with applicable federal, state, and local laws.

• Benefits & Perks: Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.

• Pay Disclaimer: The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.