What are the responsibilities and job description for the Engineer III position at Conterra Ultra Broadband?
NOC Engineer III
1st Shift Monday - Friday (with flexibility to changing needs)
In the office
About Conterra
Conterra Networks creates custom technology-based network solutions for businesses of all sizes nationwide. For over 25 years our team of local professionals have been designing, building, and managing our 11,000 mile owned and operated fiber network.
We are committed to providing fiber-driven solutions for even the highest-bandwidth consuming organizations, and to employing and empowering highly qualified people to serve you better than any other provider.
Fiber driven. People powered.
Our slogan reinforces our customer commitment. Conterra delivers the network, but it is our people—and how much we care before, during, and after the build—that truly sets us apart.
As we continue to expand our business, we are looking for talented people we a creative mindset, a knack for problem-solving, a collaborative work ethic, and a passion for customer service to join our team.
JOB PURPOSE:
The NOC Engineer III will be responsible for training the Network Operations Center and provide support as the escalation point internally 24/7 within the NOC employees to solve difficult, voice and/or data troubleshooting issues. He/She will act as the technical subject matter expert in projects involving the Operations Center. They will also maintain and update technical documents to ensure the Operations Center knowledgebase is current.
REQUIRED QUALIFICATIONS/REPONSIBLITIES:
Must demonstrate solid troubleshooting skills.
Available 24/7 as the escalation SME for all NOC employees on an on-call basis.
Must have clear verbal communications skills, and written communication skills.
Must have the ability to project manage and meet stringent deadlines.
Ability to multi-task efficiently and work independently and as a team while maintaining quality service.
Respond to customer requests and provide timely communication as defined by our customer’s policies.
Ability to learn and retain information in a fast-paced environment.
Manage and coordinating with 3rd party vendors/suppliers on handling escalated issues through to resolution.
Experience with creating/maintaining training documentation and conducting technical training.
Ability to direct and maintain the relationship with intra-departmental personnel.
Strong experience using, creating, and updating VISIO diagrams and other related network documentation.
Performing hardware and software upgrades, including developing and executing post verification procedures to ensure success.
Possess the ability to take on new, demanding challenges.
Demonstrate the ability to assume new levels of responsibility and deal with them effectively.
Perform on call support as needed.
Skilled at managing assigned tasks with no supervision.
Strong experience with hardware configuration and validation of network related devices such as xDSL modems, network interface devices, Layer 2/Layer 3 switches, firewalls, routers, microwave radios, and/or voice (VoIP, SIP, PRI, hosted voice, and analog voice services) daily.
Assist the NOC Engineer II as required for analytical support in determining the root cause of network problems and implement action plans to resolve potential or active Network impacting issues.
Work with Network Planning, Product Management and Operations teams as the NOC representative to architectural decisions.
Perform any other duties assigned by NOC supervisor or manager.
Regarded as an expert in either the Data, Voice or Transport discipline:
Data:
Must have in-depth knowledge of Data, Microwave, and/or Transport technologies.
Strong experience with common routing protocols (BGP, OSPF, and ISIS) and common Layer 2 protocols
Conduct advanced performance testing, adhering to SLA and MTTR policies and standards.
Strong knowledge of Layer 1/2/3 hardware and technologies.
Voice:
Maintaining and managing PSTN and Long-distance connections and inter-operability.
Monitoring and reporting switch and network KPIs, identifying and correcting issues to maintain acceptable performance levels.
Strong experience configuring, testing, and turn-up of new carrier and special service provider connections.
Strong experience configuring and provisioning voice services for New/MAC orders and completing disconnect orders.
Completing tasks, responding to emails and voicemails, and updating records.
Manage and coordinating with 3rd party vendors/suppliers on handling escalated issues through to resolution.
Keeps the management informed about project status and issues regarding the provisioning process and issues that may impact client relations.
Strong knowledge of network switching functions; LNP, CNAM, CALEA, STIR/SHAKEN etc.
Strong knowledge of digital switching technology, traffic engineering, telecom testing methodology, and subscriber and trunk carrier systems.
Strong and proven ability to analyze, summarize and solve issues with VoIP and TDM services, protocols (SS7, ISDN, SIP, GR-303, PTS) and SIP, SS7 and ISDN messaging.
Strong knowledge and experience testing, configuring, and troubleshooting TDM circuits (DS1, DS3 and optical) and associated multiplexer equipment.
Knowledge of Central Office wiring procedures and standards.
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EDUCATION/CERTIFICATIONS:
Education: College degree in Engineering or a related field and 5 years professional level experience; or 8 years professional level related Engineering/Technical experience; or an equivalent combination of education and professional level related Engineering/Technical experience required. Vendor certifications strongly preferred but not required (BTI, Cisco, Ciena, Adtran, Juniper, Fortinet, VeloCloud, etc.)
Experience: Minimum of 5 years of experience working in a Tier 2 or 3 network operations support role. Experience/training on voice and data communication networks and the individual elements within those networks, data/wireless communications principles.
Diversity & Inclusion
Conterra celebrates and supports diversity for the benefit of our employees, our business, and our community. We are proud to be an equal opportunity employer and a workplace which leverages and thrives on the diversity and inclusion of everyone on our team to drive excellence throughout our organization.