What are the responsibilities and job description for the Network Support Specialist - Tier 2 position at Pencor Services, Inc.?
Company: PenTeleData
Hybrid WFH Shift: 7AM-3PM or 3PM-11PM (includes weekends and other hours as needed for coverage)
Pencor and its subsidiaries are Equal Opportunity Employers
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
Hybrid WFH Shift: 7AM-3PM or 3PM-11PM (includes weekends and other hours as needed for coverage)
Pencor and its subsidiaries are Equal Opportunity Employers
- This position will primarily be a 1st or 2nd Shift position however, days worked (including weekends) will vary due to scheduling. Helping cover shifts missed by other employees can vary as well (7AM - 3PM, 3PM-11PM and 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 2 days per week after training is completed.
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
- Regularly communicating to customers and other employees the network’s “health”
- 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)
- Other duties as assigned
- Associates Degree in Electrical Engineering, Computer Science or Telecommunications Or minimum of 2 years’ experience in the electronics/communications/computer/networking industry
- Established residency in Pennsylvania
- Valid PA Driver’s License and good driving record
- Cisco Certified Network Associate (CCNA)
- Knowledge and experience with Cisco products
- General knowledge of how routing protocols work
- Comprehensive understanding of TCP/IP and troubleshooting tools
- Understanding of the interoperability of routers, firewalls, and switches
- Understanding of some VoIP and Call Centers (ACD)
- Some understanding of Docsis Cable Modem and DSL networks
- 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