Network Support Engineer

Job Title: Network Support Engineer

Department: Advanced Support Group

Who We Are: Learn more about Xtel by visiting

Job Summary

Xtel Communications is searching for a full-time Network Support Engineer to join our Advance Support Group. This individual will be responsible for the triage of escalated service requests from Customer Support Team, incident updates, and interfacing directly with the Xtel Engineering and Field teams and adhering to the corporate defined SLA’s. The ideal candidate has experience working in a Customer Support Environment or Network Operations Center (NOC), Security Operations Center (SOC) and has experience with VoIP, Carrier Ethernet, and Security technologies. Experience with handling Managed Service engagements is a plus. This position reports to the Customer Support Manager.

Essential Duties & Responsibilities

·Provides in-depth technical advice and support including real time analysis, design, testing, and operational support of networks, systems, processes, technologies.

· Review and update escalated and assigned tickets

· Check, validate and update ticket documentation (contact, ticket fields, etc.)

· Quickly and accurately prioritize incidents and promote proper Incident/Problem/Change Management

· Troubleshoot, escalate, and/or resolve tickets within defined SLAs

· Provide technical assistance for escalations from Frontline Support Group

· Leverage remote support tools to resolve support requests

· Appropriately manage expectations of clients and peers

· Identify solutions for hardware, software, and network issues

· Be able to work on VoIP (SIP) ladder diagrams, Carrier Ethernet based technologies and Security related issues.

· Assist with special projects as assigned

· Occasional travel for customer support issues or training sessions may be required

· Participation in on-call rotation with the understanding that this industry is 24/7/365

Internal/External Communications

This position requires excellent written and verbal communication skills, due to the customer-facing nature and internal involvement of other organizations. Those in this position should be able to communicate clearly and concisely, while maintaining a friendly and professional demeanor when dealing with customers, as well as peers and upper management.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Education/Experience Required

- Bachelor’s degree from an accredited college in Information Technology, Computer Science or related field and/or equivalent work experience

- Intermediate knowledge of network protocols, configurations, and operations

- Exposure to help desk processes and procedures with experience with service desk management tools

Required Technical Skills

- 2 - 4 years working with Switching/Routing and VoIP technologies

- 2+ years working with a Service Provider Network/Data Center environment

- Excellent understanding of Hosted PBX service and associated technologies

- Excellent knowledge of network protocols, configurations, and operations

- Excellent knowledge of industry routing and switching protocols

- Excellent knowledge and understanding of VoIP Protocols: SIP, RTP, RTCP

- Experience with Cisco, ADTRAN, Fortinet and Ciena hardware

- CCNA certification or equivalent networking certification required

- Able to directly perform configuration changes and updates to switches and routers, including VLAN configurations

- The ability to use Microsoft Office (Word, Excel, Visio) effectively and other back-office tools

- The ability to update and create network diagrams

- Knowledge of Windows Operating Systems

Desired Technical Skills

- Experience with Metaswitch Hosted PBX platform

- Intermediate knowledge of wireless technologies

- Good understanding of call flows

- Experience with Yealink and Polycom phones

- Knowledge of Linux Operating Systems

General Abilities

- Excellent written and verbal skills

- Able to work with high priority or urgent type requests in an escalated manner to ensure timely resolution of issue

- Ability to maintain poise and professionalism under pressure

The above is intended to describe the general content and requirements for the performance for this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.